Job Description
Team: Human Resources
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Planner, Workforce Management in India.
This role sits at the core of workforce planning and capacity strategy, ensuring that large-scale contact center operations are accurately aligned with client demand and internal supply. You will be responsible for building and maintaining forward-looking capacity plans that support service level achievement while optimizing operational efficiency and cost. The position requires a strong analytical mindset to interpret complex forecasting inputs, model staffing requirements, and guide decision-making across multiple stakeholders. You will collaborate closely with leadership teams to anticipate demand fluctuations, seasonal variations, and long-term growth needs. Acting as a key advisor in planning discussions, you will translate data into actionable workforce strategies. This is a highly visible role where your insights directly impact service performance, customer experience, and business scalability.
Accountabilities:
- Develop and maintain 6-month rolling capacity and workforce plans by analyzing client forecasts, internal demand inputs, and operational assumptions to ensure accurate staffing alignment.
- Calculate FTE and hour requirements using workforce modeling techniques such as straight-line forecasting and Erlang-C, balancing service levels and efficiency targets.
- Lead capacity planning discussions with internal and external stakeholders, providing insights, recommendations, and scenario-based analysis to support decision-making.
- Monitor and analyze workforce trends including volume, AHT, attrition, shrinkage, fill rates, and certification rates to identify risks and improvement opportunities.
- Maintain and continuously update workforce planning models to reflect seasonal trends, special events, and evolving business needs.
- Conduct “what-if” scenario planning and present findings to leadership to support strategic workforce and operational decisions.
- Contribute to long-term workforce strategy development and support documentation of planning frameworks, processes, and governance standards.
- Minimum 5 years of experience in Workforce Management, preferably in a multi-site or multi-client contact center environment, with exposure to planning, forecasting, or scheduling roles.
- Strong expertise in workforce planning methodologies, including capacity modeling, forecasting techniques, and service level optimization.
- Advanced proficiency in MS Excel and PowerPoint; experience with WFM or capacity planning tools (e.g., Verint, IEX, Avaya, Teleopti, or Anaplan) is highly desirable.
- Strong analytical and problem-solving abilities with a high level of accuracy and attention to detail.
- Excellent communication and stakeholder management skills, with the ability to present complex data clearly to leadership teams.
- Proven ability to manage multiple priorities in fast-paced, dynamic environments with changing operational demands.
- Strong understanding of contact center operations and key performance drivers such as AHT, shrinkage, and attrition.
- Flexible and adaptable, with willingness to work in shifting schedules if required by business needs.
- Competitive compensation package aligned with experience and expertise
- Remote-friendly and flexible work environment depending on operational requirements
- Opportunity to work in a global, high-scale workforce planning environment
- Exposure to advanced workforce management tools and analytics-driven decision-making
- Strong focus on professional growth, training, and cross-functional collaboration
- Inclusive and performance-driven culture emphasizing innovation and continuous improvement
- Chance to directly influence service performance and operational efficiency at scale.
Requirements
Benefits
Explore More
Date Posted
05/15/2026
Views
0
Similar Jobs
Voice & CCaaS Services Engineer – Delivery & Implementation - Jobgether
Views in the last 30 days - 0
View Details