Lead- WFM

Job Title:

Location:

Package:

Experience:

Joining date:

Key Responsibilities

• Develop and maintain comprehensive capacity plans aligning workload forecasts with staffing requirements.
• Analyze historical data, efficiency assumptions, and shrinkage to model capacity needs across business lines.
• Conduct scenario modeling to assess impacts of business strategies, operational changes, and unexpected events.
• Partner with Forecasting, Scheduling, and Cross-Functional teams to align capacity plans with hiring, training, and budget timelines.
• Translate capacity models into actionable headcount and hiring plans while ensuring service-level targets are met.
• Build and enhance capacity planning tools using

  advanced Excel

  and

  IEX

  .
• Identify capacity risks, constraints, and mitigation strategies while driving cross-functional alignment.
• Deliver clear, executive-level reports, presentations, and recommendations.
• Develop process maps and standard operating instructions for capacity planning areas.
  

Skills & Qualifications

• 5+ years

  in workforce management and capacity planning, preferably in contact center/service/retail environments.
• Advanced proficiency in

  Excel

  ; hands-on with workforce management tools (

  NICE IEX, Genesys

  ).
• Strong knowledge of

  contact center KPIs

  (AHT, shrinkage, service level, occupancy).
• Experience in

  FTE forecasting and budget planning

  .
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to handle multiple priorities, deadlines, and shifting requirements.
• Excellent stakeholder management and cross-functional collaboration.

For more details Call Kanika on 9953939776 or email resume to kanika@manningconsulting.in