Workforce Management Role - BPO/ITeS

We are seeking a dynamic and experienced Workforce Management and Capacity Planning Specialist to join our team. The ideal candidate will have a strong background in resource capacity forecasting, stakeholder management, client handling, and team leadership. This role requires flexibility to work in rotational shifts to meet the operational needs.

Key Responsibilities:

Capacity Planning:

- Analyze historical data and forecast future staffing needs.

- Develop scalable solutions to meet changing demands.

- Monitor and adjust capacity plans based on real-time data.

Workforce Management (WFM):

- Implement and optimize WFM processes to improve productivity.

- Manage scheduling, attendance, and compliance with labor laws.

- Use WFM software tools to track and report on key metrics.

Resource Capacity Forecasting:

- Create detailed forecasts of resource requirements.

- Collaborate with various departments to ensure accurate resource allocation.

- Continuously refine forecasting models to improve accuracy.

Stakeholder Management:

- Communicate effectively with internal and external stakeholders.

- Understand and address the needs and concerns of stakeholders.

- Build and maintain strong relationships with key stakeholders.

Client Handling:

- Act as the primary point of contact for clients.

- Ensure client requirements are understood and met.

- Handle client queries and issues promptly and professionally.

Team Leading:

- Lead and manage a team of WFM and capacity planning professionals.

- Provide training, support, and mentorship to team members.

- Foster a collaborative and high-performance team environment.

Qualifications

- Bachelor's degree in Business Administration, Management, or related field.

- Proven experience in capacity planning, WFM, resource forecasting, and team leadership.

- Strong analytical and problem-solving skills.

- Excellent communication and stakeholder management abilities.

- Proficiency in WFM software and Microsoft Office Suite.

- Flexibility to work rotational shifts as needed.

Preferred Skills

- Experience in a similar industry or sector.

- Advanced knowledge of data analysis and forecasting techniques.

- Project management certification or experience.

Benefits

- Competitive salary and benefits package.

- Opportunity for career advancement.

- Supportive and dynamic work environment.

- Flexible working hours with rotational shifts.