WFM-Schedular and Forecaster
- NLB Groups
- 6 - 11 years
- Delhi, NCR
- 6 days ago
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Job Description
Job Summary:
We are seeking a highly analytical and organized WFM Forecasting & Scheduling Manager to join Workforce Management Analytics team. This role is responsible for developing accurate short-term and long-term forecasts, building optimized agent schedules, and partnering with operations to ensure staffing aligns with service level goals and business needs. The ideal candidate will have experience in workforce planning, a solid understanding of WFM metrics, and hands-on experience using workforce management tools, particularly Genesys WFM.
Roles and Responsibilities:
- Analyse historical data and business trends to develop accurate volume forecasts across all supported channels (voice, chat, email, etc.).
- Create short-term and long-term forecasts for workload, headcount, and staffing requirements.
- Build and maintain optimal agent schedules to meet forecasted demand and service level targets.
- Conduct "what-if" analysis to assess the impact of shrinkage, absenteeism, shift changes, and other factors on staffing and coverage.
- Partner with operations teams to gather input on business assumptions, upcoming events, and staffing changes.
- Monitor forecast accuracy and recommend adjustments as needed to optimize resource utilization.
- Provide daily, weekly, and monthly reporting on forecast vs. actual performance, schedule efficiency, and adherence to staffing plans.
- Use the WFM tool (e.g., Genesys WFM mandatory) to develop, publish, and manage schedules.
- Support new hire onboarding plans and manage capacity planning inputs for business growth or change initiatives.
Mandatory Skills:
- Hands-on experience with Genesys WFM or other workforce management tools (e.g., NICE IEX, Verint).
- Strong analytical and quantitative skills with the ability to interpret complex data and trends.
- Advanced proficiency in Microsoft Excel (pivot tables, formulas, charts).
- Solid understanding of WFM concepts such as forecast accuracy, occupancy, shrinkage, schedule efficiency, and interval planning.
- Excellent communication and collaboration skills to interact with stakeholders across functions.
Desired Skills:
- Familiarity with multi-channel environments (voice, chat, email).
- Experience in a 24/7 operational setup or global workforce support model.
- Experience supporting multi-channel and multi-site/global operations.
- Familiarity with workforce planning models, Erlang C, or other forecasting methodologies.
- Exposure to BI and reporting tools such as Power BI, Tableau, or SQL.
Qualification: Any Graduate
Total industry Experience - 6 plus years of experience in WFM and 4+ years as role of WFM Forecasting and Scheduling
Please share your cv at su************a@nl****h.com
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: NLB GroupsLocation(s): Delhi, NCR
Keyskills: Capacity Planning Real Time Analysis Scheduler Genesys MIS Reporting Workforce Management Genesys WFM platform WFM
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