Job title: - WFM – Team Lead/Assistant Manager – Pune
Candidate Specification & Job Description
Candidates must have 4+ Years of experience in WFM.
Responsible for workforce, capacity, and operational planning for back-office operations, ensuring demand and resource alignment.
Develop short-, mid-, and long-term capacity plans based on volume forecasts, productivity, shrinkage, and business requirements.
Perform volume forecasting and trend analysis using advanced MS Excel and historical operational data.
Develop and maintain complex Excel planning models using formulas, Macros, and VBA automation.
Manage and analyze large datasets using MS Access, database management, Power Query, and Power Pivot.
Establish and revise Unit Times/AHT baselines using statistical techniques such as Interquartile Range (IQR).
Monitor capacity, productivity, SLA, backlog, and staffing risks, providing data-driven recommendations and mitigation plans.
Create operational recovery plans to manage demand spikes, capacity shortfalls, backlog, and productivity challenges.
Support Operations during migrations, volume shifts, process changes, and productivity resets through scenario and impact analysis.
Lead and participate in governance forums, presenting forecasts, capacity plans, risks, and performance insights to stakeholders.
Partner with Operations, Finance, and Leadership to validate assumptions, drive alignment, and ensure planning sign-offs.
Experience with WFM tools such as Genesis, NICE WFM, Aspect eWFM, Verint, Teleopti, or Avaya Aura will be an added advantage.
Flexible with Shift