Assistant Manager Workforce Management

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Working Mode-WFO

Work location- Mumbai,Malad

Shift- UK

Skill Required- WFM Forecasting

A WFM Forecasting and Planning Analyst typically performs tasks such as:

• Analyzing historical data to forecast call volumes and staffing needs.
• Creating and maintaining schedules to optimize staffing levels.
• Monitoring real-time performance and making adjustments to staffing as needed.
• Developing and implementing workforce management strategies.
• Collaborating with other departments to ensure efficient operations.
• Preparing reports and presentations on key performance indicators.

Key Skills:

• Strong analytical and problem-solving skills.
• Proficiency in WFM software (e.g., IEX, NICE, Verint).
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and strong organizational skills.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.