WFM Planning Specialist & Senior Specialist

WFM Planning Specialist & Senior Specialist

Company: TTEC
Location: Ahmedabad, Gujarat
Department: Workforce Management (WFM)

Total Openings: 5

• Specialist, WFM Planning – 3 Positions
• Senior Specialist, WFM Planning – 2 Positions

About the Role:

TTEC is looking for experienced Workforce Management professionals to join our WFM Planning team in Ahmedabad.

We are seeking candidates with hands-on experience in WFM Planning and Scheduling, preferably within a BPO/contact center environment. Candidates must have strong working knowledge of Verint WFM and should be comfortable managing schedules, staffing requirements and workforce planning activities.

The successful candidate will play a key role in ensuring optimum workforce utilization and maintaining the right staffing levels to support business and operational requirements.

Key Responsibilities

• Develop, maintain and optimize employee schedules based on forecasted volumes and staffing requirements.
• Use Verint WFM to create and manage employee schedules, shift patterns, activities and staffing plans.
• Analyze staffing requirements and identify potential understaffing or overstaffing situations.
• Ensure schedules provide appropriate coverage across required intervals and business hours.
• Manage scheduling requirements related to training, meetings, coaching, leave and other offline activities.
• Make schedule adjustments based on changing business and operational requirements.
• Support effective workforce utilization while maintaining required service levels.
• Analyze schedule adherence and identify opportunities for improvement.
• Work closely with Operations, RTA, Forecasting and other WFM stakeholders.
• Support capacity planning and staffing requirement analysis.
• Prepare and maintain WFM reports and dashboards.
• Analyze workforce data and provide actionable insights to stakeholders.
• Identify scheduling gaps, risks and opportunities and recommend appropriate solutions.
• Ensure WFM activities are completed accurately and within defined SLAs.
• Support ad-hoc reporting, analysis and workforce planning requirements.

Senior Specialist – Additional Responsibilities

In addition to the above responsibilities, Senior Specialists will:

• Independently manage complex WFM planning and scheduling requirements.
• Act as a subject matter expert for WFM Planning and Scheduling.
• Provide analytical insights and recommendations to WFM and Operations leadership.
• Support planning activities for large-scale contact center operations.
• Identify opportunities to improve staffing efficiency, utilization and workforce performance.
• Work closely with senior stakeholders to resolve complex workforce planning challenges.
• Support continuous improvement initiatives within WFM.
• Mentor and provide guidance to junior WFM team members where required.

Required Skills & Qualifications:

• Prior experience in Workforce Management, WFM Planning or WFM Scheduling in a BPO/contact center environment.
• Hands-on experience with Verint WFM is mandatory.
• Strong understanding of workforce planning and scheduling concepts.
• Knowledge of forecasting, staffing requirements, shrinkage and capacity planning.
• Understanding of service level, occupancy, utilization and schedule adherence.
• Strong analytical and problem-solving abilities.
• Good working knowledge of MS Excel, including Pivot Tables, formulas, filters and data analysis.
• Strong communication and stakeholder management skills.
• Ability to work in a fast-paced and dynamic contact center environment.
• Willingness to work in rotational shifts, including weekends and holidays, based on business requirements.

Preferred Experience:

Candidates with experience in the following roles are encouraged to apply:

• WFM Scheduler
• WFM Planner
• WFM Planning Analyst
• WFM Specialist
• Senior WFM Specialist
• Workforce Management Analyst
• Workforce Planning Specialist

Experience supporting international/BPO contact center operations and managing schedules for large teams will be an added advantage.

What We’re Looking For

We are looking for professionals who are:

• Analytical and data-driven
• Strong in WFM planning and scheduling
• Experienced in Verint WFM
• Comfortable working with large volumes of data
• Strong in stakeholder communication
• Able to work independently and manage priorities
• Focused on accuracy, efficiency and operational performance

Join TTEC

Be part of a global organization and build your career in Workforce Management while working with experienced professionals and supporting large-scale customer experience operations.

TTEC Ahmedabad is hiring!

Total Vacancies: 5
3 – Specialist, WFM Planning
2 – Senior Specialist, WFM Planning