Capacity Planning Analyst

2 weeks ago

Hyderabad, Telangana, India ADCI HYD 13 SEZ Full time
About the Role

We are seeking a highly skilled Capacity Planning Analyst to join our team at ADCI HYD 13 SEZ. As a key member of our organization, you will be responsible for analyzing forecasted volume and staffing coverage to ensure service delivery targets are met.

Key Responsibilities

  • Analyze team performance history to determine optimal production and off-production activities, shrinkage, and occupancy goals.
  • Provide real-time guidance and make appropriate adjustments to maximize resource efficiency.
  • Maintain, develop, and administer reporting activities to measure plan vs actual across supported regions.
  • Improve and automate existing practices.
  • Assist in skill blending and profile modification for supported teams.
  • Work as a Subject Matter Expert (SME) to drive performance calls for business status, reports, and metrics, reviewing them daily for trends and potential problems at a global level.
  • Work with Operational Management to design and agree service protection strategies, ensuring buy-in and commitment at all levels.
  • Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.

Requirements

  • Bachelor's degree in Business, Mathematics, Engineering, or a related field.
  • 5+ years of working experience in planning/workforce management.
  • Excellent communication and interpersonal skills, with the ability to be personable yet maintain a professional backbone.
  • Knowledge of building capacity planning and scheduling models using Erlang.
  • Planning experience for channels like phone, email, chat, and SMS.
  • Expert knowledge of Advanced Excel with the ability to use Solver, SQL, or any language that can help automate models.
  • Advocate for automation and use of data to solve business problems.
  • Ability to work successfully in a dynamic, fast-paced environment.

About Us

ADCI HYD 13 SEZ is a critical element in bringing on talent to deliver our customer experience around the globe. Our team hires over 1M hourly associates annually and is growing every year; we are part of the Amazon Global Workforce Staffing (WFS) Organization, which is a critical element in hiring talent to deliver our customer experience around the globe.

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