WFM Planning Specialist & Senior Specialist

Job description

WFM Planning Specialist & Senior Specialist Company: TTEC Location: Ahmedabad, Gujarat Department: Workforce Management (WFM) Total Openings: 5 • Specialist, WFM Planning – 3 Positions • Senior Specialist, WFM Planning – 2 Positions About the Role: TTEC is looking for experienced Workforce Management professionals to join our WFM Planning team in Ahmedabad. We are seeking candidates with hands-on experience in WFM Planning and Scheduling, preferably within a BPO/contact center environment. Candidates must have strong working knowledge of Verint WFM and should be comfortable managing schedules, staffing requirements and workforce planning activities. The successful candidate will play a key role in ensuring optimum workforce utilization and maintaining the right staffing levels to support business and operational requirements. Key Responsibilities • Develop, maintain and optimize employee schedules based on forecasted volumes and staffing requirements. • Use Verint WFM to create and manage employee schedules, shift patterns, activities and staffing plans. • Analyze staffing requirements and identify potential understaffing or overstaffing situations. • Ensure schedules provide appropriate coverage across required intervals and business hours. • Manage scheduling requirements related to training, meetings, coaching, leave and other offline activities. • Make schedule adjustments based on changing business and operational requirements. • Support effective workforce utilization while maintaining required service levels. • Analyze schedule adherence and identify opportunities for improvement. • Work closely with Operations, RTA, Forecasting and other WFM stakeholders. • Support capacity planning and staffing requirement analysis. • Prepare and maintain WFM reports and dashboards. • Analyze workforce data and provide actionable insights to stakeholders. • Identify scheduling gaps, risks and opportunities and recommend appropriate solutions. • Ensure WFM activities are completed accurately and within defined SLAs. • Support ad-hoc reporting, analysis and workforce planning requirements. Senior Specialist – Additional Responsibilities In addition to the above responsibilities, Senior Specialists will: • Independently manage complex WFM planning and scheduling requirements. • Act as a subject matter expert for WFM Planning and Scheduling. • Provide analytical insights and recommendations to WFM and Operations leadership. • Support planning activities for large-scale contact center operations. • Identify opportunities to improve staffing efficiency, utilization and workforce performance. • Work closely with senior stakeholders to resolve complex workforce planning challenges. • Support continuous improvement initiatives within WFM. • Mentor and provide guidance to junior WFM team members where required. Required Skills & Qualifications: • Prior experience in Workforce Management, WFM Planning or WFM Scheduling in a BPO/contact center environment. • Hands-on experience with Verint WFM is mandatory. • Strong understanding of workforce planning and scheduling concepts. • Knowledge of forecasting, staffing requirements, shrinkage and capacity planning. • Understanding of service level, occupancy, utilization and schedule adherence. • Strong analytical and problem-solving abilities. • Good working knowledge of MS Excel, including Pivot Tables, formulas, filters and data analysis. • Strong communication and stakeholder management skills. • Ability to work in a fast-paced and dynamic contact center environment. • Willingness to work in rotational shifts, including weekends and holidays, based on business requirements. Preferred Experience: Candidates with experience in the following roles are encouraged to apply: • WFM Scheduler • WFM Planner • WFM Planning Analyst • WFM Specialist • Senior WFM Specialist • Workforce Management Analyst • Workforce Planning Specialist Experience supporting international/BPO contact center operations and managing schedules for large teams will be an added advantage. What We’re Looking For We are looking for professionals who are: • Analytical and data-driven • Strong in WFM planning and scheduling • Experienced in Verint WFM • Comfortable working with large volumes of data • Strong in stakeholder communication • Able to work independently and manage priorities • Focused on accuracy, efficiency and operational performance Join TTEC Be part of a global organization and build your career in Workforce Management while working with experienced professionals and supporting large-scale customer experience operations. TTEC Ahmedabad is hiring! Total Vacancies: 5 3 – Specialist, WFM Planning 2 – Senior Specialist, WFM Planning