Workforce Services Specialist

Overview

Workforce Services Specialist role aligned with the Customer Support vertical, focused on workforce management (WFM) for back-office or non-voice operations, covering forecasting, capacity planning and workforce performance.

What you'll do

• Manage customer queries, handle escalations and complaints from dissatisfied customers, and provide the best resolutions.
• Close faults and complaints within SLAs.
• Align people and resources to business objectives, optimizing and automating scheduling and performance management based on agent availability, forecast call volume and revenue targets.
• Maintain an institutional process that maximizes performance levels and competency, including field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
• Lead end-to-end forecasting and capacity planning for back-office or non-voice processes.
• Build and manage volume forecasts, workload models, and staffing plans aligned to SLAs and business targets.
• Analyze historical data, seasonality, and business drivers to generate accurate demand forecasts.
• Perform deep-dive data analysis to identify productivity improvements, capacity gaps, and efficiency opportunities.
• Develop and maintain interactive dashboards and reports using Power BI for real-time performance tracking.
• Leverage Power Apps, Power Query, and Power Automate to automate reporting and optimize WFM processes.
• Collaborate with operations, transition, and client stakeholders to align workforce strategies with delivery requirements.
• Monitor key metrics such as productivity, utilization, backlog, and turnaround time (TAT).
• Provide actionable insights and recommendations to leadership for continuous improvement.
• Drive process standardization and automation initiatives within the WFM function.

What you'll need

• Any graduation.
• 10 to 12 years of experience in Workforce Management (WFM) with a focus on back-office or non-voice operations.
• Strong expertise in forecasting, capacity planning, and workload management.
• Advanced proficiency in Microsoft Excel and Office Suite.
• Hands-on experience with Power BI (data visualization and dashboards), Power Apps, Power Query and Power Automate.
• Strong analytical thinking and problem-solving capabilities.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, matrixed environment.

Nice to have

• Experience in shared services or global delivery model environments.
• Exposure to digital transformation, automation, or analytics-driven WFM.
• Familiarity with back-office KPIs such as TAT, throughput, and backlog management.
• Experience with WFM tools (e.g., scheduling or forecasting tools).

Details

• Location: Bengaluru.