We’re Hiring: Workforce Management (WFM) Capacity Planner

Are you passionate about forecasting, workforce optimization, and turning data into actionable staffing strategies? We’re looking for a WFM Capacity Planner to join our Workforce Management team and help us balance customer experience, operational performance, and workforce efficiency.

? What You’ll Do

- Develop and maintain short-, mid-, and long-term workload forecasts
- Forecast contact volumes, AHT, shrinkage, productivity , and staffing requirements across channels
- Translate demand forecasts into interval-based staffing and capacity plans
- Develop headcount plans considering attrition, absenteeism, shrinkage, and ramp assumptions
- Identify capacity gaps/surpluses and recommend mitigation strategies
- Perform what-if, sensitivity, peak-event, and risk scenario analysis
- Partner with Operations, Scheduling, Real-Time, Finance, Recruitment, and Training teams
- Track actuals vs. forecast and perform root-cause and variance analysis
- Prepare capacity plans, dashboards, leadership reports, and planning insights
- Maintain data accuracy and planning governance within WFM systems
- Contribute to continuous improvement, automation, and WFM best practices

? What We’re Looking For

- 2–5 years of experience in WFM, Capacity Planning, Forecasting, or Analytics
- Strong analytical, quantitative, and problem-solving skills




- Advanced Excel skills — formulas, PivotTables, lookups, and modeling
- Strong understanding of contact center KPIs such as Service Level, AHT, Shrinkage, Occupancy, and Productivity
- Experience with WFM platforms such as IEX/Genesys, Verint, NICE, Aspect, or Kronos
- Strong stakeholder management and communication skills
- High attention to detail and data accuracy
- Bachelor’s degree or equivalent experience preferred

? Nice to Have

- Experience with multi-skill or omni-channel environments
- BPO or large contact center experience
- Exposure to financial modeling, cost optimization, or budget planning
- Experience with automation, advanced analytics, or forecasting enhancements

? Key Success Measures Success in this role will be measured through forecast accuracy, capacity-to-demand alignment, service-level performance, variance reduction, risk mitigation, and the quality and timeliness of capacity plans.

? Location: Onsite

? Role: Workforce Management – Capacity Planner

? Interested candidates can share their updated resume at:

[email protected]

If you have a strong background in WFM forecasting, capacity planning, and data-driven workforce optimization , we’d love to hear from you!

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📌 Capacity Planner (Hyderabad)
🏢 VXI Global Solutions
📍 Hyderabad