Job Summary

We are seeking an experienced Workforce Management (WFM) professional with strong expertise in forecasting, capacity planning, scheduling, and advanced administration knowledge of Calabrio ONE. The ideal candidate should have hands-on experience in contact centre workforce planning, Calabrio configuration, reporting, and system administration activities while supporting operational efficiency and service level achievement.

Role and Key Responsibilities:

Forecasting, Planning & Calabrio Expertise

• Utilize advanced forecasting capabilities within Calabrio to prepare short-term, mid-term, and long-term contact volume forecasts. 
• Analyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy. 
• Perform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational and business requirements. 
• Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets. 
• Conduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.

Calabrio Administration & System Management

• Manage and administer Calabrio WFM configurations and settings. 
• Handle user access management, permissions, and role administration. 
• Configure business units, teams, queues, activities, and scheduling rules. 
• Perform maintenance of forecasting and scheduling configurations. 
• Troubleshoot Calabrio-related issues and coordinate with vendor support when required. 
• Validate data integrations and ensure data accuracy across systems. 
• Support upgrades, testing, and implementation activities within Calabrio. 

Scheduling & Real-Time Support

• Create and maintain optimized schedules within Calabrio. 
• Monitor schedule adherence and staffing variances. 
• Partner with Real-Time Management (RTM) teams for staffing optimization. 
• Identify scheduling improvement opportunities to enhance operational efficiency.

Reporting & Analytics

• Prepare weekly, monthly, and executive-level workforce planning reports and dashboards with actionable insights using Calabrio reporting capabilities.
• Present operational insights and recommendations to stakeholders. 
• Automate recurring reports wherever applicable. 

Stakeholder Management

• Participate in governance calls and provide workforce recommendations. 
• Ensure planning alignment with business objectives and operational goals. 

Required Skills & Qualifications

Mandatory Skills

• Strong expertise in Forecasting, Capacity Planning, and Scheduling. 
• Hands-on experience in Calabrio ONE Workforce Management. 
• Strong knowledge of Calabrio Administration and configuration. 
• Experience in interval-level forecasting and staffing calculations. 
• Good understanding of shrinkage planning and scheduling optimization. 
• Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, Power Query preferred). 
• Strong analytical and problem-solving skills. 
• Excellent communication and stakeholder management skills. 

Preferred Skills

• Experience in BPO / Contact Center environment. 
• Knowledge of SQL, Power BI, or Tableau is an added advantage. 
• Exposure to automation initiatives and reporting enhancements. 
• Understanding of multi-skill and multi-channel planning. 

Key Metrics Exposure

• Service Level (SL) 
• Average Handle Time (AHT) 
• Occupancy 
• Shrinkage 
• Forecast Accuracy 
• Schedule Efficiency
• Staffing Utilization 
• Adherence & Conformance 

Educational Qualification: Graduation in any discipline