Group Manager - WorkForce Management - 7+ years

Location: Gurgaon
Discipline: Workforce Management
Job type: Permanent
Contact name: Anshit Gaba

Contact email:
Job ref: 38471
Published: 9 months ago

Work Force Management – 7+ years – Delhi NCR

Experience– 7+ years

Location– Delhi NCR

This WFM resource is responsible for managing/governing forecasting accuracies on Interval/Daily/Weekly and Monthly level. Individual should be able build datasets for historical trends and use it for analysis and forecast for future. Maintain the forecasting accuracies as per client agreed targets.


  1. This role will also be required to support all client discussions and lead the discussions for Forecasting, Capacity Planning and Scheduling topics.

  2. At least 8 years’ workforce management with specialization in forecasting / scheduling experience, including people management experience

  3. Expert level understanding of Workforce management principles such as Erlang C etc.

  4. Extensive experience with forecasting, planning, and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels. Across Multi / Omni Channel environments.

  5. Experience with Workforce management Tools:

      • Excels, Variety of Telephony platforms (Avaya, Presence, Cisco etc.)

      • Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect, Genesys etc.)

      • Preferred knowledge of statistical tools such as R and Python and managed a role similar to a data scientist.

      • Power BI knowledge, and requirements management tools or project management software such as MS Project will be added advantage

    • Experience working with:

      • FTE based workforce models, Outcomes based workforce models

    • Experience in activities related to:

      • Extensive experience in Forecasting

      • Experience in Scheduling with a proven record of managing Forecasting for large scale projects

      • Workforce Optimization, Cost to Serve reduction, Workforce modelling and solutioning

  6. Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.

Reach Us If you think the role will add value to your career, kindly write me along with your uploaded CV on 

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Profile keywords:Workforce management, Forecasting, Scheduling, People management, SharePoint, Blue Pumpkin, variant, statistical tools, R and Python