Sr. Analyst
3 days ago
- We are seeking a highly skilled Senior Analyst/Team Lead to lead our Workforce Management (WFM) Capacity Planning team.
- The ideal candidate will have experience in capacity planning, workforce management, and resource planning, with a strong understanding of scheduling, shrinkage, and AHT (Average Handling Time) management.
Responsibilities
- Develop and implement capacity planning models to optimize workforce utilization and improve efficiency
- Lead the WFM Capacity Planning team to achieve business objectives and improve customer satisfaction
- Collaborate with stakeholders to gather requirements and provide data-driven insights to inform business decisions
- Design and implement scheduling strategies to minimize shrinkage and maximize productivity
- Develop and maintain relationships with key stakeholders, including operations, sales, and customer service teams
- Stay up-to-date with industry trends and best practices in WFM capacity planning and resource planning
- Mentor and coach team members to improve their skills and knowledge in WFM capacity planning and resource planning
Requirements -
- 6-14 years of experience in WFM capacity planning, workforce management, and resource planning
- Strong understanding of capacity planning, scheduling, shrinkage, and AHT management
- Experience with Genesys, NICE IEX, or other WFM software
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal skills
- Ability to lead and motivate a team to achieve business objectives
- Bachelor's degree in a relevant field, such as business, operations, or computer science .
Contact Person - Subashini
Email -
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