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Deputy Manager – Wfm Capacity Planning – Hyderabad

1 month ago

Hyderabad, Telangana, India Golden Opportunities Full time
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: