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Tier-1 brand plus Gurgaon metro increases candidate density despite niche WFM skill requirements.
WFM tools, contact-center methodologies, and capacity planning are industry-specific and less transferable.
Mandatory NICE IEX WFM tool and capacity planning expertise enforce strict domain-specific filtering.
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Lead manpower planning and scheduling including transitioning new business logos and developing long-term staffing models.
Manage communications with business units to ensure staffing adjustments meet cost-effective output and operational needs across multiple channels (phone, email, chat, community, social media).
Prepare and deliver recurring business review presentations (WBRs, MBRs, QBRs) and conduct scenario analyses and trend analyses affecting revenue and workforce management metrics.
Graduate degree required.
Mandatory experience with NICE IEX WFM tool and extensive Workforce Management software expertise.
Expertise in capacity planning models is required.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in multi-channel contact center workforce management including phone, email, chat, and social media support.
Proficient in advanced data analysis, scenario modeling, and presentation skills, including advanced Excel, VBA, Macros, and PowerBI (preferred).
Able to operate in fast-paced, time-sensitive, and ambiguous environments making data-driven decisions.