Manager/Sr Manager-Capacity Planning

As a Manager/Sr Manager-Capacity Planning at our company located in Bangalore, India, you will play a crucial role in leading strategic workforce planning for our global contact center operations. With your expertise in capacity modelling, WFM tools, and team management, you will drive data-driven solutions to ensure efficient operations, meet service levels, and support business growth. Key Responsibilities: - Develop short-, mid-, and long-term capacity plans based on business forecast, shrinkage, and workload trends. - Build detailed projections for headcount, revenue, and demand, including support for RFPs and business case modelling. - Utilize tools such as Aspect eWFM, NICE IEX, Impact 360, advanced Excel, SQL, and Power BI for data modelling and reporting. - Lead capacity planning and scheduling teams, focusing on automation and process improvements using VBA and MS Excel. - Create and maintain accurate scheduling templates using Erlang calculations across multiple channels and queues. - Provide risk analysis and mitigation planning for SL performance, staffing deficits, and future business demand. - Collaborate with various teams to ensure strategic alignment, support recruitment, and ramp planning. - Partner with external vendors as necessary and work across remote and cross-functional teams. - Support financial planning by preparing inputs for budget cycles. - Present data-driven insights, planning assumptions, and risks to senior leadership effectively. Mandatory Qualifications: - Minimum of a Bachelors Degree, Post Graduate Diploma, or Professional Degree in any field (Diploma holders with relevant experience will also be considered). - 10+ years of 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. If you meet the qualifications and are excited about the opportunity to lead capacity planning in a dynamic environment, we encourage you to apply and be a part of our team.,