Wfm Capacity Planner

5 months ago

Bengaluru, India IBM Full time

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

**Your Role and Responsibilities**
- WFM Capacity Planner is responsible for Forecast/Capacity planning the anticipated back-office demand, determine required capacity, calculate the resource capacity of current resources, measure the capacity gap and align capacity with demand. This role drives strategic planning and leadership and has ongoing interaction and communication with key customer stakeholders.

**Responsibilities**:

- Forecast/Capacity plan the anticipated back-office demand, determine required capacity, calculate the resource capacity of current resources, measure the capacity gap and align capacity with demand
- Act as the prime interface between the TAO account demand leader and the WFM Forecasting team
- Participate in setting up new accounts by forecasting their demand needs
- Inspect and enforce Standard WFM back-office Modeling
- Understand accounts back-office workflow processes
- Regularly assess and report results for performance against required deliverables
- Assess impacts/solutions and communicate possible recruiter gaps to TAO and Leadership
- Maintain master file of current forecasting, processes and supporting documents modify these processes to improve overall customer experience
- Conduct regular audits and report findings/recommendations for all WFM forecasting processes
- Prepare and present WFM forecasting improvement plans and manage their implementation Manage all assignments toward achievement and compliance with industry standards and requirements

**Required Technical and Professional Expertise**
- 13 years of experience in back-office operations and WFM management forecasting
- Five years of experience with WFM automation and forecasting tools
- College Degree or equivalent job experience
- Strong leadership, managerial and project management experience
- Strong numeracy, statistical and reporting skills with the ability to analyze, interpret and manage information, data and trends
- Extensive knowledge of workflow Forecasting/Capacity planning process for back office
- Strong Back-office business acumen and strategic planning
- Advance analytical, problem solving & negotiation skills
- Excellent interpersonal skills and ability to communicate complex concepts in a clear and concise manner to various levels of leadership
- Excellent verbal and written communication and presentation skills, including how to run meetings and negotiate with internal groups
- Ability to assess the financial implications of key operational tradeoffs
- Ability to understand the service, quality, cost, and end-user/client satisfaction implications of operational decisions

**Preferred Technical and Professional Expertise**
- None

**About Business Unit**

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

**About IBM**

Restlessly reinventing since 1911,

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