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Job Description: Job Title: Manager/Sr Manager-Capacity Planning Location: Bangalore, India Job Summary: We are seeking an experienced and analytical Manager Capacity Planning to lead and drive strategic workforce planning across a multi-channel, global contact center environment. The ideal candidate will bring over a decade of experience, with deep expertise in capacity modelling, WFM tools, and managing high-performing planning and scheduling teams. This is a critical role responsible for ensuring efficient operations, meeting service levels, and supporting business growth with data-driven workforce solutions. Key Responsibilities: Develop short-, mid-, and long-term capacity plans (18 to 36-month outlook) based on business forecast, shrinkage, and workload trends. Build detailed headcount, revenue, and demand projections including support for RFPs and business case modelling. Utilize WFM tools (e.g., Aspect eWFM, NICE IEX, Impact 360), advanced Excel, SQL, and Power BI for data modelling and reporting. Lead capacity planning and scheduling teams, driving automation and process improvements using VBA and MS Excel. Create and maintain accurate scheduling templates using Erlang calculations across multiple channels and queues (calls, email, chat, social media). Provide risk analysis and mitigation planning related to SL performance, staffing deficits, and future business demand. Collaborate with operations, HR, training, and finance teams to ensure strategic alignment and support recruitment and ramp planning. Partner with external vendors as needed and work across remote and cross-functional teams. Support financial planning by preparing resource and demand inputs for budget cycles. Present data-driven insights, planning assumptions, and risks to senior leadership in a clear and professional manner. Mandatory Qualifications: Minimum of a Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any field (Diploma holders with relevant experience will also be considered). 10+ years overall experience, including 7+ years in a customer-facing global operations or contact center/BPO environment. In-depth understanding of contact center metrics and their interdependencies. Strong working knowledge of Capacity Planning, Scheduling, and Workforce Management tools. Hands-on experience with Excel (advanced functions), Power BI, SQL, and database concepts. Proven track record of building capacity and scheduling plans, especially in multi-location, multi-channel environments. Knowledge and application of Erlang models for workforce optimization. Demonstrated experience in creating and managing RFP responses, cost models, and performance analytics. Strong ability to automate tasks and reporting using VBA and other scripting tools. Prior experience managing teams of planners/schedulers and engaging with global stakeholders.
