Job
Description
As a Deputy Manager for WFM Capacity Planning, you will be responsible for leading workforce planning and capacity analytics for a large-scale global contact centre. Your role will involve utilizing your expertise in forecasting, statistical modelling, and labour planning to drive operational efficiency and strategic workforce decisions. Key Responsibilities: - Build and manage advanced forecasting models utilizing techniques like linear and multi-variant regression, moving averages, etc. - Lead labour, seat, and resource planning initiatives, identifying productivity gaps and operational variances. - Analyze large datasets to extract meaningful insights, trends, and interdependencies. - Collaborate with cross-functional teams including Operations, HR, and Finance to align headcount and resource planning. - Present strategic insights and data-driven reports to senior leadership. - Drive continuous improvement of planning tools and processes. Qualifications Required: - Bachelor's degree or higher in Business, Mathematics, Statistics, or a related field. - Minimum of 6 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. - Excellent analytical, problem-solving, and communication skills. - Prior experience in BPO, Contact Centre, or Shared Services environments is highly preferred. If you are a qualified professional with a background in capacity planning and workforce analytics, you are encouraged to apply directly or share your resume at sathishkumar@gojobs.biz. Join our team and contribute to making impactful workforce decisions in a dynamic global contact centre environment. As a Deputy Manager for WFM Capacity Planning, you will be responsible for leading workforce planning and capacity analytics for a large-scale global contact centre. Your role will involve utilizing your expertise in forecasting, statistical modelling, and labour planning to drive operational efficiency and strategic workforce decisions. Key Responsibilities: - Build and manage advanced forecasting models utilizing techniques like linear and multi-variant regression, moving averages, etc. - Lead labour, seat, and resource planning initiatives, identifying productivity gaps and operational variances. - Analyze large datasets to extract meaningful insights, trends, and interdependencies. - Collaborate with cross-functional teams including Operations, HR, and Finance to align headcount and resource planning. - Present strategic insights and data-driven reports to senior leadership. - Drive continuous improvement of planning tools and processes. Qualifications Required: - Bachelor's degree or higher in Business, Mathematics, Statistics, or a related field. - Minimum of 6 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. - Excellent analytical, problem-solving, and communication skills. - Prior experience in BPO, Contact Centre, or Shared Services environments is highly preferred. If you are a qualified professional with a background in capacity planning and workforce analytics, you are encouraged to apply directly or share your resume at sathishkumar@gojobs.biz. Join our team and contribute to making impactful workforce decisions in a dynamic global contact centre environment.
