Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Job Description
Your role and responsibilities
Support the Workforce Management (WFM) team by analyzing staffing requirements, forecasting workload, and assist in planning staff to meet service level targets. Work with historical data, monitor trends, and coordinate with operations teams to ensure the right number of staff is scheduled to handle customer demand.
Key Responsibilities
- Capacity Planning
- Maintain capacity plans as per assigned templates/spreadsheets.
- Update headcount list and related details in coordination with operations teams.
- Determine staffing requirements needed to meet service level agreements (SLAs).
- Data Analysis & Reporting
- Generate routine capacity planning reports as per established processes.
- Maintain planning models and spreadsheets.
- Track actual performance vs forecast and highlight variances.
- Forecasting Assistance
- Support forecasting of contact volumes using historical data.
- Monitor patterns such as seasonality, promotions, or client-driven demand changes.
- Coordination & Communication
- Work closely with operations team to update data in planning reports.
- Coordinate with Operations leaders to communicate staffing requirements.
- Highlight potential understaffing or overstaffing risks.
- Continuous Improvement
- Collaborate with Operation managers to understand/improve the accuracy of the data provided
- Conduct routine time and motion studies to keep the planning assumptions up to date.
- Assist in improving planning models and staffing efficiency.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
02 years of experience in BPO, Workforce Management, data analysis, or operations support.
Proficiency in Microsoft Excel.
Analytical and problem-solving skills.
Good communication and stakeholder management skills.
Preferred Technical And Professional Experience
Exposure to WFM tools (e.g., NICE, Verint, Aspect, Genesys).
Experience working in a contact center or BPO environment.
Basic understanding of service level metrics, shrinkage, and occupancy.
