
Capacity Planning Lead WFM
3 days ago
Job Title: WFM Capacity Planner (Lead)
Priority Location: Hyderabad
Responsibilities:
- Demonstrate deep expertise in Workforce Management (WFM) methodologies, focusing on staff planning, scheduling, and stakeholder management.
- Develop, maintain, and continuously update detailed capacity plans incorporating volume projections and critical business assumptions.
- Analyze historical volume trends to create long-term staffing plans aligned with Service Level objectives, operational flexibility, and cost efficiency.
- Manage headcount reporting, attrition tracking, and analyze business trends across all functions.
- Monitor forecasts regularly, adjust for demand fluctuations, identify risks to capacity, and proactively develop contingency plans.
- Partner with Command Center and Operations teams to assess current business trends related to shrinkage and productivity to improve planning models.
Key Skills:
- Workforce Management (WFM) tools and methodologies
- Capacity planning and forecasting
- Data analysis and trend identification
- Stakeholder management and cross-functional collaboration
- Strong Excel skills and experience with data visualization tools (Power BI, Tableau)
- Excellent verbal and written communication
- Ability to work under pressure and manage shifting priorities
- Problem-solving and contingency planning
Requirements:
- 4-5+ years of relevant experience in Workforce Management or capacity planning.
- Strong written and verbal communication skills.
- Willingness to work rotational shifts.
- Must be open to a full Work From Office (WFO) profile.
- Fixed off days on Saturdays and Sundays.
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