Role Workforce Services Senior Analyst (Capacity Planning) Responsible for developing and managing accurate mid to short-term Capacity planning models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels (voice and non-voice). 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 expectations 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, and 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 others planning teams and operational stakeholders. Creation of short-term planning packs to produce 30-minute 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. Guide 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 1-2 years of experience in workforce management, Capacity planning, preferably in a contact center or service/sales/retail operations environment. Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys) Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against the plan. Good 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. Must demonstrate a perceptive, thorough, and decisive approach to problem-solving. Soft Skills && Behavior Strong business acumen and ability to link workforce metrics to operational and financial outcomes. Excellent verbal and written communication skills; ability to translate complex data into actionable insights for non-technical stakeholders. Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment Experience working cross-functionally with Operations, Finance, and IT. Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels. Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible for, ensuring constant communication and collaboration
Job Description International Voice Customer Support Job Title: International Voice Customer Support Executive Location: [ Gurgaon Experience: 01 Years Job Type: Full-time | Night Shifts (as per process) About the Role We are looking for enthusiastic and customer-focused professionals to join our International Voice Support team . The ideal candidate will have excellent English communication skills , a customer-first mindset , and the ability to resolve queries efficiently over phone calls. This role involves handling international customers (US) and delivering a high-quality support experience. Key Responsibilities Handle inbound and outbound international voice calls and resolve customer queries in a professional and timely manner. Provide accurate information, troubleshoot issues, and ensure first-call resolution whenever possible. Escalate complex queries to the appropriate team while maintaining ownership of the case. Maintain records of customer interactions and transactions accurately in the system. Meet or exceed daily/weekly performance metrics including quality, productivity, and customer satisfaction. Follow process guidelines, scripts, and standard operating procedures while ensuring a personalized approach. Contribute to continuous improvement initiatives by sharing customer feedback and suggesting process enhancements. Required Skills & Qualifications 01 years of experience in International Voice Process / BPO / Customer Support (Freshers with excellent communication are welcome). Excellent verbal communication skills in English with a neutral or global accent . Good listening skills and the ability to handle customer objections confidently. Basic computer literacy (MS Office, CRM tools). Ability to work in night shifts as per business requirements. Customer-oriented attitude with a problem-solving mindset. Preferred Qualifications Prior experience in international BPO or technical voice support . Experience supporting US/UK/Australia customers. Knowledge of basic ticketing or CRM systems. Why Join Us Exposure to global customer interactions Communication skill enhancement and structured training Fast-track career growth in Customer Support / Operations Work with dynamic teams in a professional environment