Location: Navi Mumbai, Ghansoli

Experience: 5-9 Years

:

We are hiring a Capacity Planning & Scheduling Lead (WFM) to manage workforce planning, forecasting, and scheduling for contact center operations to ensure SLA adherence and optimal resource utilization.

Key Responsibilities:

- Perform long-term and short-term capacity planning.
- Create and manage agent schedules based on forecasted volumes.
- Analyze call volume trends and staffing requirements.
- Monitor real-time adherence and operational performance.
- Collaborate with Operations, HR, and stakeholders.
- Prepare WFM reports, dashboards, and performance insights.
- Drive scheduling efficiency and cost optimization.

Required Skills

- Workforce Management (WFM)
- Capacity Planning & Forecasting
- Scheduling & RTA (Real Time Analysis)
- Contact Center Operations




- Advanced Excel / WFM Tools (IEX, Aspect, NICE, Verint, etc.)
- Strong analytical & stakeholder management skills

Qualification

Graduate in any discipline (MBA/Operations preferred).

Shift Timings: Adaptable but not graveyard

Week Off: Sat - Sun

Role: Operations Support - Other, Industry Type: BPM / BPO, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Support Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills Capacity PlanningPlanning Workforce ManagementForecasting

📌 WFM - Capacity Planning Lead (Navi Mumbai)
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