Stellenbeschreibung:

This position is posted by Jobgether on behalf of SummitNext. We are currently looking for a Workforce Management Specialist in India.

This role offers the opportunity to shape and optimize workforce planning in a fast-paced, client-driven environment. You will be at the center of forecasting, scheduling, and real-time management, ensuring operational efficiency and meeting service level expectations. Working closely with operations and client stakeholders, you will provide data-driven insights and recommendations to improve productivity and resource allocation. The position requires both strategic thinking and hands-on execution, with strong exposure to global BPO operations. It’s an excellent opportunity for professionals passionate about analytics, process optimization, and workforce innovation. The position is full-time, remote, and offers flexibility to support operational needs.

Accountabilities

• Develop and implement capacity planning strategies to meet service level targets.
• Build accurate forecasts and workload projections using historical data and client inputs.
• Design and manage staffing models, shift patterns, and agent schedules.
• Monitor real-time attendance, adherence, and intraday performance adjustments.
• Collaborate with stakeholders to define KPIs and workforce metrics.
• Generate detailed reports on utilization, shrinkage, and forecast accuracy.
• Provide actionable recommendations to improve efficiency and reduce costs.
• Support the hiring and training of future workforce management team members.

Requirements

• 3–5 years of workforce management experience in a BPO or contact center.
• Strong expertise in forecasting, scheduling, and real-time management.
• Advanced Excel skills and familiarity with WFM tools (Genesys, NICE IEX, Verint, Calabrio, Aspect, etc.).
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently and collaborate with cross-functional teams.
• Excellent command of English (spoken and written).
• Managerial experience and exposure to blended environments (voice, chat, email) are a plus.
• Prior experience in building WFM processes from the ground up is highly valued.

Benefits

• Competitive salary: INR 7–10 Lakhs per annum.
• Remote position with flexible scheduling.
• EPF & SOCSO coverage.
• Paid leave including birthday leave, annual leave, and maternity leave.
• Career advancement opportunities with professional development programs.
• Chance to work with global clients in a growing, innovative environment.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung