Deputy Manager – WFM Capacity Planning – Hyderabad - GO/JC/211/2025

Job Description

Job Title: Deputy Manager – WFM Capacity Planning Job Description: We are looking for an experienced Deputy Manager to lead workforce planning and capacity analytics for a large-scale global contact centre. This role is ideal for someone with a strong background in forecasting, statistical modelling, and labour planning to support operational efficiency and strategic workforce decisions. Key Responsibilities: • Build and manage advanced forecasting models using techniques like linear and multi-variant regression, moving averages, etc. • Lead labour, seat, and resource planning initiatives, identifying productivity gaps and operational variances. • Work with large datasets to extract meaningful insights, trends, and interdependencies. • Partner with cross-functional teams such as Operations, HR, and Finance to align headcount and resource planning. • Deliver strategic presentations and data-driven reports to senior leadership. • Ensure planning tools and processes are continuously improved and up to date. Requirements: • Bachelor’s degree or higher in Business, Mathematics, Statistics, or a related field. • 6–9 years of hands-on experience in workforce analytics, capacity planning, and forecasting. • Strong proficiency in Excel; experience with tools like NICE, Aspect, Anaplan, or similar is preferred. • Deep understanding of productivity modelling, task timing, and workload variance. • Strong analytical, problem-solving, and communication skills. • Prior experience in BPO, Contact Centre, or Shared Services environments is highly preferred. Interested professionals can apply directly or share their resume at: sathishkumar@gojobs.biz Show more Show less