WFM Forecaster / Senior WFM Forecaster (DM) at NLB Services · Gurugram

Role & responsibilities

Please share your cvat surbhi.malhotra@nlbtech.com

Job Description (JD) Workforce Management (WFM)

Job Title - WFM Forecaster / Senior WFM Forecaster (DM)

Location

Gurgaon

Department

Workforce Management (WFM)

Reports To

Sr. Manager WFM Analytics

Minimum 3+ years in forecasting and planning.

Job Summary

The WFM Forecaster is responsible for generating accurate short-term, mid-term, and long-term volume forecasts to support workforce planning and operational decision-making. The role involves analyzing historical trends, business drivers, seasonality, client requirements, and operational performance metrics to optimize staffing and ensure service level achievement across contact center or back-office operations.

Key Responsibilities

Forecasting & Capacity Planning

• Develop daily, weekly, monthly, and annual forecasts for workload volumes, AHT, and staffing requirements.
• Create long-range, budgetary, and strategic forecasts.
• Analyze historical trends and identify drivers impacting demand.
• Perform scenario modeling and what-if analyses for business planning.
• Maintain forecast accuracy within agreed organizational targets.

Analytics & Reporting

• Prepare forecasting dashboards and executive reports.
• Track forecast variance and conduct root cause analysis.
• Present findings and recommendations to operations and leadership teams.
• Establish forecasting methodologies and best practices.

Stakeholder Management

• Partner with Operations, Finance, HR, Recruitment, and Client Services teams.
• Support hiring plans based on capacity requirements.
• Participate in business reviews and planning meetings.
• Communicate risks, opportunities, and capacity constraints proactively.

Workforce Planning Support

• Collaborate with Scheduling and Real-Time teams.
• Support staffing optimization initiatives.
• Recommend workforce strategies to improve productivity and customer experience.

Continuous Improvement

• Improve forecasting models and assumptions.
• Automate reporting and forecasting processes where possible.
• Leverage statistical tools and WFM technologies for enhanced accuracy.

Required Qualifications

Education

• Bachelor's degree

Experience

Senior WFM Forecaster

• 4-8 years of WFM experience.
• Minimum 3+ years in forecasting and planning.

Technical Skills

Mandatory

• Forecasting methodologies (Time Series, Trend Analysis, Regression)
• Capacity Planning
• Erlang Concepts
• Advanced MS Excel
• Pivot Tables
• Power Query
• Power Pivot
• VBA (preferred)
• Data Analysis & Statistical Modeling

Preferred

• Power BI / Tableau
• Alvaria (Aspect)
• NICE IEX
• Genesys WFM

Preferred candidate profile