WFM Specialist

Short Description

Dear Candidate,

We are hiring for WFM Specialist (Forecasting, Planning, Scheduling, Advance excel and Reporting) @Noida Capgemini-

Experience- 3-6yrs

Education- Any Graduate

Desired Candidate Description-

  1. Candidate must have 2-3 years of in depth experience of a Work Force Management Tool such as NICE WFM, Avaya CMS, CISCO.
  2. Operational experience of creating and maintaining virtual resource planning models for multisite operations.
  3. Strong working knowledge of Microsoft applications.
  4. Excellent analytical skills with the ability to collect, organize, analyze and distribute significant amounts of information with a high attention to detail and accuracy. Good communication skills both written and verbal.
  5. Interacts well with co-workers and wider support teams, with good influencing and facilitation skills.
  6. Self-motivated, flexible and responsive to business needs and changes in priorities and deadlines.
Job Responsibilities
  1. Collate data on factors driving contact volumes, and develop contact center models that accurately predict the impact of these factors.
  2. Develop, produce and maintain forecasting models that support multi-site / multi-skilled operations, to ensure maximum operational and commercial efficiencies are maintained.
  3. Simulate real-world prioritization, routing and skill assignments to determine work allocation expectations and requirements. Utilize system based algorithms and simulation models to produce and assess detailed staffing requirements.
  4. Ensure all forecasts are supported with assumptions and contact drivers.
  5. Accurately complete and distribute forecasts within service level agreements.
  6. Make recommendations and prepare reports that facilitate understanding and aid effective operational decision-making.
  7. Create impact analysis models that allow scenario planning of business initiatives, to be completed in a virtual environment utilizing statistical and simulation techniques.
  8. Identify opportunities to improve the accuracy of forecasting and headcount planning.
  9. Monitor assumptions and actual results against forecast / budget and review exceptions.
  10. Ensure consistency in planning processes and metrics across operational areas


Please share your profile at

Interview Details-

Venue– 139-140, Block B, Noida Special Economic Zone, Noida 201 305 UP India. Tower – B
Interview Date/Day- 4th Oct, Friday
Contact Person- Arpita Tripathi
Interview Time- 3-5pm



Posted on:

August 20, 2019

Experience level:

Experienced (non-manager)

Education level:

Bachelor's degree or equivalent

Contract type:




Business units:

Business Services


BPO / Consulting