Workforce Planning & Real-Time Specialist

B.TECH

Job Summary

The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets.

Key Responsibilities Forecasting & Planning

• Analyze historical data and trends to create accurate short- and long-term forecasts for call volumes, staffing needs, and workload.
• Collaborate with operations and HR to plan headcount requirements based on business needs and seasonal fluctuations.

Scheduling & Optimization

• Develop and maintain agent schedules to ensure adequate coverage across shifts and channels.
• Optimize shift patterns and breaks to balance service levels, productivity, and employee satisfaction.
• Coordinate time-off requests, shift swaps, and schedule changes in alignment with business rules.

Real-Time Monitoring

• Monitor intraday performance and staffing levels to identify gaps or overages.
• Adjust schedules and reallocate resources in real time to maintain service level agreements (SLAs).
• Communicate with team leaders and supervisors to resolve attendance or adherence issues.

Reporting & Analysis

• Generate daily, weekly, and monthly reports on staffing, adherence, occupancy, and performance metrics.
• Provide actionable insights to improve forecasting accuracy and operational efficiency.
• Support post-mortem analysis of staffing-related issues and recommend improvements.

Collaboration & Support

• Work closely with HR, Training, and Operations to support hiring, onboarding, and ramp-up planning.
• Participate in WFM system updates, testing, and process improvements.
• Train new team members on WFM tools and procedures as needed.