am- wfm

2 weeks ago

Bengaluru, Karnataka, India Manning Consulting Full time ₹ 14,00,000 per year

Job Title: Workforce Services Specialist Capacity Planning

Location: Bangalore

Package: 14 LPA

Experience: 9+ Years

Joining date: 1st week of November

Key Responsibilities

  • Develop and maintain comprehensive capacity plans aligning workload forecasts with staffing requirements.
  • Analyze historical data, efficiency assumptions, and shrinkage to model capacity needs across business lines.
  • Conduct scenario modeling to assess impacts of business strategies, operational changes, and unexpected events.
  • Partner with Forecasting, Scheduling, and Cross-Functional teams to align capacity plans with hiring, training, and budget timelines.
  • Translate capacity models into actionable headcount and hiring plans while ensuring service-level targets are met.
  • Build and enhance capacity planning tools using advanced Excel and IEX.
  • Identify capacity risks, constraints, and mitigation strategies while driving cross-functional alignment.
  • Deliver clear, executive-level reports, presentations, and recommendations.
  • Develop process maps and standard operating instructions for capacity planning areas.

Skills & Qualifications

  • 5+ years in workforce management and capacity planning, preferably in contact center/service/retail environments.
  • Advanced proficiency in Excel; hands-on with workforce management tools (NICE IEX, Genesys).
  • Strong knowledge of contact center KPIs (AHT, shrinkage, service level, occupancy).
  • Experience in FTE forecasting and budget planning.
  • Strong analytical and problem-solving skills with high attention to detail.
  • Ability to handle multiple priorities, deadlines, and shifting requirements.
  • Excellent stakeholder management and cross-functional collaboration.

For more details Call Kanika on or email resume to

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