As a Specialist – Workforce Management (WFM) within the CX Analytics team, you will be responsible for managing workforce planning across multiple customer service channels including the Contact Centre (CDC), social media, Grievance Redressal Desk (GRD), and Retail Asset Branches. Based in Mumbai or Navi Mumbai, this role involves forecasting, rostering, and optimizing staffing to meet service level goals. You will also lead automation initiatives and support new business requirements, ensuring efficient and scalable workforce operations.
Roles & Responsibilities:
Manage WFM functions across CDC, social media, GRD, and Retail Asset Branches.
Forecast call volumes based on customer base and time-of-month trends.
Publish accurate rostering requirements and identify resourcing gaps.
Support Real-Time Adherence (RTA) and highlight inefficiencies due to shrinkage and occupancy.
Ensure optimal staffing to meet service demand and improve CDC efficiency.
Create forward-looking workforce plans using historical data and trend analysis.
Experience in workforce management, preferably in a customer service or contact centre environment.
Prior exposure to forecasting, scheduling, and real-time monitoring tools.
Strong analytical and forecasting skills.
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Excellent communication and stakeholder management abilities.
Ability to manage and develop a team (8 members).
Strategic mindset with a focus on automation and continuous improvement.
High attention to detail and ability to work under pressure.
Educational Qualifications:
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc.) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 0 - 2 years of relevant experience
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