Sr Administrator (Support & Operations)

Job description

We are seeking a highly analytical and result-oriented Workforce Management (WFM) Lead to manage workforce planning, forecasting, capacity management, and reporting for a large-scale service desk/contact center operation. The ideal candidate should possess strong expertise in call volume forecasting, staffing optimization, scheduling, reporting automation, stakeholder management, and client-facing communication. The role requires advanced Excel skills, including VBA/Macro development, along with Tableau reporting capabilities. Key Responsibilities: Workforce Planning & Capacity Management Manage end-to-end workforce planning and resource capacity management. Develop short-term and long-term staffing plans based on forecasted demand. Analyze workload trends and recommend staffing strategies to achieve SLA and productivity targets. Conduct scenario planning and What-If analysis to support business decisions. Forecasting & Scheduling Generate accurate call, ticket, email, and chat volume forecasts. Analyze historical trends and business drivers impacting workload. Develop staffing requirements using Erlang and workforce planning methodologies. Monitor forecast accuracy and continuously improve forecasting models. Support scheduling and intraday management activities. Reporting & Automation Design and automate operational and management reports. Develop Excel VBA/Macros to automate recurring reports and dashboards. Create MIS reports, scorecards, performance dashboards, and executive summaries. Improve reporting efficiency through automation and process optimization. Data Analytics & Dashboarding Develop and maintain Tableau dashboards for operational performance tracking. Analyze workforce, productivity, SLA, adherence, occupancy, and utilization metrics. Present actionable insights and recommendations to leadership teams. Support data-driven decision-making through advanced analytics. Stakeholder & Client Management Act as the primary WFM point of contact for internal and external stakeholders. Participate in client governance meetings and workforce reviews. Present forecasts, staffing plans, capacity analysis, and performance insights to clients. Collaborate with Operations, HR, Training, Recruitment, and Business teams to align workforce plans. Continuous Improvement Identify opportunities for process improvements and automation. Implement best practices in workforce planning and reporting. Drive efficiency initiatives to improve resource utilization and reduce operational costs. Key Responsibilities Technical Skills Strong expertise in Workforce Management and Capacity Planning. Hands-on experience in Calls/Contacts Forecasting and Staffing Models. Advanced Microsoft Excel skills including: Pivot Tables Power Query Advanced Formulas VBA Programming Macro Development Dashboard Creation Strong knowledge of Tableau Reporting and Dashboard Development. Experience with WFM tools such as Service Now, Avaya CMS, NICE, Verint, IEX, Genesys, Aspect, Calabrio, or similar platforms. Strong analytical and statistical problem-solving skills. Business Skills Excellent client-facing and stakeholder management abilities. Strong presentation and communication skills. Ability to translate business requirements into workforce strategies. Experience managing multiple priorities in a fast-paced environment. . Preferred Experience Experience working in large Contact Center, Service Desk, BPO, IT Support, or Customer Operations environments. Exposure to Global Workforce Management practices. Experience supporting voice, email, chat, and back-office operations. Knowledge of SLA management, shrinkage planning, occupancy, utilization, and productivity metrics. Success Metrics Forecast Accuracy Capacity Utilization Schedule Adherence SLA Achievement Staffing Optimization Reporting Automation Effectiveness Client Satisfaction Operational Efficiency Improvement Skill Requirements Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Cookie Information Privacy Policy Terms and Conditions Consent to cookies from provider GoogleAnalytics Google Tag Manager Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more. Privacy Policy Terms and Conditions Consent to cookies from provider GoogleTagManager LinkedI