Workforce Management SME
TCS · Bangalore
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 434966
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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Collected role description
· Own forecasting, capacity planning, scheduling, roster design and intraday management for a global, multi-channel and multilingual Service Desk environment. · Build demand forecasts using historical interactions, ticket volumes, arrival patterns, seasonality, business events, channel mix, language requirements and transformation assumptions. · Create staffing and shift plans that support voice, chat, email, portal and escalation workloads while balancing service levels, occupancy, shrinkage and employee constraints · Monitor real-time queues and adherence, identify variances and recommend reallocation, overtime, schedule adjustments or contingency actions · Partner with Operations and Talent teams on hiring waves, onboarding, training, nesting, leave planning, attrition risk and location-specific readiness. · Maintain workforce models for transition, steady state, hypercare, automation ramp-up and demand-reduction scenarios without compromising service continuity. · Analyze the impact of virtual assistant, self-service, self-heal, automation and channel shift on workload, productivity and staffing assumptions.</p
Collected minimum qualification
BACHELOR OF TECHNOLOGY
Collected experience requirement
6 - 9 Years