Senior Capacity Planning Professional

5 days ago


bangalore, India beBeeWfmLeader Full time

Job OpportunityThe WFM Group Leader/Sr. Manager will be responsible for handling a Global account.Establish efficient scheduling and capacity planning processes to support multiple contact center locations.Develop and lead a team that meets required standards through resource planning.Analyze volume drivers, handle time, and root cause to identify event avoidance and contact reduction opportunities.This role involves:Creating and managing capacity planning tools.Forecasting customer volume via various channels hourly, daily, and monthly.Optimizing schedule placement to match volume arrival patterns.The ideal candidate should have:11+ years of overall work experience.6+ years of experience in WFM, preferably in international projects.Prior supervisory experience.Strong understanding of WFM fundamentals.Proficiency in Avaya contact center technology and Microsoft Office Applications.We are looking for an expert project management professional with strong interpersonal skills to lead this team.



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