t/Team Lead

3 weeks ago

Bengaluru, India Golden Opportunities Full time

Job Description
Senior Analyst/Team Lead - WFM Capacity Planning

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.

Location

Bangalore, India

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

Skills Required
RoleSr.Analyst/Team Lead - WFM Capacity Planning

Industry TypeITES/BPO/KPO

Functional AreaITES/BPO/Customer Service

Required Education Graduation

Employment TypeFull Time, Permanent

Key Skills

  • AHT
  • CAPACITY MODELS
  • CAPACITY PLANNING
  • GENEYS
  • NICE IEX
  • RESOURCE PLANNING
  • SCHEDULING
  • SHRINKAGE
  • WORKFORCE MANAGEMENT

Other Information

Job CodeGO/JC/942/2025

Recruiter NameSubashini

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