Location: Bangalore
Experience: 4+ Years in Relevant WFM Scheduling / Capacity Planning
CTC: Up to 7 LPA (2025% hike on last drawn CTC)
Qualification: Graduation Mandatory
Transport: Available
Interview Mode: Virtual
Joining: Immediate Joiners Only
Job Overview
We are hiring a WFM Capacity Planning Analyst to manage workforce planning, demand forecasting, staffing models, and capacity optimization in a contact centre setting.
Key Responsibilities
- Develop short-term and long-term capacity plans based on demand forecasts.
- Analyse historical volumes, AHT, shrinkage, staffing requirements, and intraday trends.
- Forecast FTE and production-hour requirements to maintain SLA targets.
- Identify staffing gaps and recommend hiring plans and shift realignment.
- Develop staffing models, simulations, and what-if scenarios.
- Monitor forecast accuracy and analyse capacity variances.
- Coordinate with WFM, Operations, Demand Planning, and client stakeholders.
Required Skills
- Experience in WFM Capacity Planning, Workforce Planning, or Resource Planning.
- Strong knowledge of forecasting, FTE modelling, staffing calculations, AHT, and shrinkage.
- Experience in data modelling and scenario planning.
Interested Candidates:
Share your updated resume for further details.