Job Description

Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Specialist - Workforce Management - Real Time working onsite OR in Ahmedabad, India, you'll be a part of bringing humanity to business. #experienceTTEC
What You'll be Doing
Have a passion to solve work puzzles in real time? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to ensure staffing needs are coordinated and proper adjustments are made in daily programs to meet clients' needs. You'll analyze and compare staffing daily headcount to total headcount, how many people are necessary for each hour, and make recommendations on how to staff the total program.
You'll report to the Manager. You'll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.
Key Responsibilities
1. Forecasting & Capacity Planning

• Analyze historical lock hours data, client trends, and bake in special causes to create accurate short-term, and long-term forecasts.
• Build capacity plans that determine headcount requirements, shrinkage assumptions, and staffing buffers for inbound customer support processes.
• Collaborate with operations and clients to incorporate new product launches, seasonal trends, campaign changes, or marketing initiatives into forecasts.

2. Staffing & Schedule Planning

• Work with the Scheduling team to translate forecast requirements into efficient staffing rosters.
• Recommend shift mixes, break schedules, and staffing strategies to optimize coverage while minimizing overtime and idle time.
• Provide weekly staffing outlooks highlighting gaps, risks, and required actions (e.g., cross-skilling, OT).

3. Reporting & Insights

• Prepare comprehensive dashboards and reports for internal and external stakeholders.
• Monitor key WFM KPIs such as Service Level, ASA, Occupancy, FTE Utilization, Adherence, Absenteeism, and Forecast Accuracy.
• Provide actionable recommendations to improve operational performance and resource utilization.

4. Stakeholder & Client Engagement

• Act as a planning subject matter expert (SME) for customer support processes.
• Participate in governance calls, client reviews, and internal meetings to communicate planning updates and capacity forecasts.
• Coordinate with HR and Training on hiring plans, batch sizes, and onboarding timelines.

5. Continuous Process Improvement

• Identify gaps and opportunities to improve planning accuracy, automation, and reporting efficiency.
• Work on enhancing workforce models and analytical tools using Excel, BI dashboards, Automation tools (e.g. Power Automate), or WFM software.
• Support standardization of planning processes across projects.

Required Skills & Qualifications * 2-5 years of experience in Workforce Management/Forecasting within a Customer Support BPO environment.

• Strong analytical skills and high proficiency in MS Excel (lookups, pivot tables, advanced formulas).
• Working knowledge of WFM platforms (e.g., Alvaria, Aspect, NICE) -- even partial exposure is acceptable.
• Strong understanding of Customer Support metrics: SL, ASA, AHT, Occupancy, FTE, Shrinkage, and Contact Rate.
• Exceptional communication skills for stakeholder and client interactions.

Ability to work with large data sets and derive insights with accuracy and attention to detail.
Key Competencies * Analytical Thinking & Problem Solving

• Stakeholder Management
• Planning & Prioritization
• Business Acumen
• Accuracy & Attention to Detail
• Collaboration & Teamwork

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#LI-Onsite

Skills Required