Capacity Planner-WFM| 3-5yrs Exp| US/UK Shift | Mumbai Pune

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Role Summary:

As a Capacity Planner in the Workforce Management (WFM) team, you will be responsible for long- and short-term resource planning based on business forecasts, trends, and operational needs. This role is key to aligning staffing plans with business growth, cost targets, and service levels.

Must Have :

• Should have experience of WFM skills like Planning, Scheduling & Forecasting.
• Should have exposure to Aspect/IEX or Any standard WFM tools
• Tracking associate wise AHT on daily basis
• Analysis Strong Analytical skills

Key Responsibilities:

• Analyze historical trends and forecast future volume across all channels (voice, chat, email).
• Develop long-term and short-term capacity models for multiple accounts or lines of business.
• Translate forecasts into FTE requirements, incorporating shrinkage, seasonality, and buffer needs.
• Build capacity plans in collaboration with operations, recruitment, and finance teams.
• Recommend hiring plans, skill mixes, and schedule strategies to meet service levels.
• Perform "what-if" analysis and scenario planning for volume fluctuations or business expansions.
• Track and report capacity vs. actuals, highlighting gaps and root causes.
• Collaborate with WFM forecasting, scheduling, and real-time teams for end-to-end workforce planning.
• Support headcount budgeting, cost optimization, and utilization planning.
• Present weekly/monthly/quarterly reports to stakeholders with actionable insights.

Required Skills & Qualifications:

• Bachelor's degree in Mathematics, Statistics, Commerce, or related field (MBA is a plus).
• 3-5 years of experience in capacity planning or workforce analytics in a BPO/Shared Services setup.
• Expertise in WFM tools (e.g., NICE IEX, Aspect, Verint) and planning models.
• Strong proficiency in MS Excel, data visualization, and reporting tools (Power BI/Tableau preferred).
• Understanding of contact center metrics FTE, Shrinkage, AHT, SLA, Occupancy, etc.
• Excellent analytical and problem-solving skills with attention to detail.
• Ability to work in a fast-paced, global environment with rotational shifts.

Preferred Industry Background:

• Telecom, BFSI, Healthcare, Retail, or ITES BPO environments.
• Experience supporting international geographies (US/UK).

Work Environment & Benefits:

• Rotational shift flexibility to support global operations.
• Collaborative work culture and structured growth path.
• Competitive salary, shift allowances, and performance bonuses.
• Opportunity to work with global teams and stakeholders.