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Metro location and recognizable employer increase applicant density for mid-level operations roles.
WFM skills transfer across contact centers and service operations but remain domain-focused.
No explicit years or mandatory certifications; skill-based WFM experience preferred.
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Manage workforce planning, forecasting, scheduling, capacity management, and real-time operational monitoring to ensure optimal staffing and meet client SLAs.
Collaborate with Operations, Recruitment, Training, and Leadership teams to support service delivery and drive productivity improvements.
Generate and analyze workforce management reports and present insights and recommendations to leadership for workforce optimization and compliance.
Work Experience Required: Not explicitly mentioned in the JD.
Proficiency in workforce management concepts including forecasting, capacity planning, scheduling, and real-time adherence tracking.
Strong skills in data analysis, reporting, and use of workforce management tools; advanced Microsoft Excel skills preferred.
Location: India (Chennai, Trivandrum, or Gurugram); Travel Required: None.
Experienced in operating within structured workforce management environments supporting high-volume service delivery and SLA compliance.
Analytical and data-driven approach with capacity to influence workforce planning decisions through accurate forecasting and reporting.
Skilled in stakeholder engagement across operations, recruitment, and training functions to align workforce strategies with business demand.