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Deputy Manager – WFM Capacity Planning – Hyderabad
1 month ago
Job Title: Deputy Manager – WFM Capacity Planning
Job Description:
We are looking for an experienced Deputy Manager to lead workforce planning and capacity analytics for a large-scale global contact centre. This role is ideal for someone with a strong background in forecasting, statistical modelling, and labour planning to support operational efficiency and strategic workforce decisions.
Key Responsibilities:
• Build and manage advanced forecasting models using techniques like linear and multi-variant regression, moving averages, etc.
• Lead labour, seat, and resource planning initiatives, identifying productivity gaps and operational variances.
• Work with large datasets to extract meaningful insights, trends, and interdependencies.
• Partner with cross-functional teams such as Operations, HR, and Finance to align headcount and resource planning.
• Deliver strategic presentations and data-driven reports to senior leadership.
• Ensure planning tools and processes are continuously improved and up to date.
Requirements:
• Bachelor's degree or higher in Business, Mathematics, Statistics, or a related field.
• 6–9 years of hands-on experience in workforce analytics, capacity planning, and forecasting.
• Strong proficiency in Excel; experience with tools like NICE, Aspect, Anaplan, or similar is preferred.
• Deep understanding of productivity modelling, task timing, and workload variance.
• Strong analytical, problem-solving, and communication skills.
• Prior experience in BPO, Contact Centre, or Shared Services environments is highly preferred.
Interested professionals can apply directly or share their resume at: sathishkumar@gojobs.biz
