Workforce Management Lead

2 days ago

Bengaluru, Karnataka, India Placewell Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation

Designation: Workforce Services Specialist

Qualifications: Any Graduation

Years of Experience:7 to 11 years

Responsibilities

  • Develop and maintain comprehensive capacity plans that align workload forecasts with staffing.
  • Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business.
  • Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders
  • Conduct scenario modelling analysis to assess the impact of different business strategies, operational changes, or unexpected events.
  • Partner closely with Forecasting, Scheduling, Cross functional interfacing teams to align capacity plans with hiring timelines, training schedules, and budget constraints.
  • Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and efficiency goals are met.
  • Build and enhance capacity planning models and tools using advanced Excel, IEX
  • Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional decision-making.
  • Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders.
  • Creation of short-term planning packs to produce 30 min interval Supply vs Demand and ABR projections by product type
  • Provide executive-level reports and presentations with clear narratives, assumptions, and

recommendations.

  • Mentor and support junior planners and analysts within the Planning team.
  • Provide guidance to the schedulers to help them place off phone time in the best place and optimize

schedules to minimize customer impact

  • Work closely with the forecasting team to understand the demand planning and the impact on Capacity planning
  • Create process maps, standard working instructions for the areas they are responsible for.

Skills & Qualification

  • 5+ years of experience in workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment.
  • Advanced proficiency in Excel
  • Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys
  • Strong understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact

on capacity models.

  • Familiarity with budget planning and FTE forecasting processes.
  • Real sense of ownership and accountability to deliver against plan.

  • Exceptional analytical and problem-solving skills, with attention to detail and accuracy.

  • Ability to forge positive, objective relationships with Client, Operations and Support teams.

  • Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
  • Proficiency in basic arithmetic and statistical concepts and strong logical ability desired with strong mathematical calibration skill.
  • Must demonstrate perceptive, thorough and decisive approach to problem solving.

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