WFM - Capacity Planning Lead

Location: Navi Mumbai, Ghansoli

Experience: 5-9 Years

Job Description:

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: Flexible but not graveyard

Week Off: Sat - Sun