Capacity Planning Specialist

1 years

0 Lacs

hyderabad telangana india

Posted:1 day ago| Platform: Linkedin logo

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Skills Required

planning management forecasting power data staffing efficiency service forecast schedule support automate drive leadership strategies automation compliance analyze scheduling communication looker salesforce querying model collaboration

Work Mode

On-site

Job Type

Contractual

Job Description

Capacity Planning Specialist (Contract Role) — Hyderabad (EST Shift)

Location:

Shift:

Duration:

Compensation:

About the Role

Capacity Planning Specialist

Key Responsibilities

  • Create, develop, and maintain detailed

    capacity plans

    ,

    volume allocation files

    , and

    skill trackers

    for internal and vendor teams.
  • Run

    “What-if” scenarios

    to determine optimal staffing targets balancing service levels, employee experience, and cost efficiency.

  • Forecast, schedule, and optimize

    full-time and vendor staffing across multiple customer support channels.
  • Automate planning processes to support business growth and reduce variation.
  • Drive

    process improvement

    initiatives and collaborate with leadership to enhance WFM strategies and identify automation opportunities.
  • Partner with vendor teams to ensure compliance with

    KPI

    and

    SLA

    targets.
  • Analyze forecasting accuracy and identify drivers of deviation to refine models.
  • Use statistical techniques to analyze trends in AHT, utilization, and shrinkage metrics.

What We’re Looking For

  • Minimum

    3 years of experience

    in Workforce Management / Capacity Planning.
  • Proven expertise in

    forecasting, scheduling, and capacity planning

    for global operations.
  • Strong proficiency in

    Excel

    and

    Google Sheets

    ; experience with NICE IEX or similar WFM tools.
  • Comfortable working with large datasets to identify trends and insights.
  • Excellent

    communication skills

    and ability to collaborate across cross-functional teams.
  • Flexible and adaptable in a fast-paced, data-driven environment.

Preferred Skills

  • Experience with

    BI tools

    such as Looker, Salesforce dashboards, or Tableau.
  • Knowledge of

    SQL

    for data querying and model automation.
  • Prior experience presenting to senior leadership and driving data-based recommendations.
  • Exposure to

    WFM Forecasting, Headcount Planning, and RTA (Real-Time Analytics)

    .

Why Join Zenex

contract-to-hire

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