Manager/Sr Manager-Capacity Planning

As a Manager/Sr Manager-Capacity Planning, you will be responsible for leading strategic workforce planning in a multi-channel, global contact center environment. Your expertise in capacity modeling, WFM tools, and managing planning teams will be essential in ensuring efficient operations and supporting business growth. Here is a breakdown of your key responsibilities: - Develop short-, mid-, and long-term capacity plans based on business forecast, shrinkage, and workload trends. - Build detailed headcount, revenue, and demand projections to support RFPs and business case modeling. - Utilize tools like Aspect eWFM, NICE IEX, Impact 360, Excel, SQL, and Power BI for data modeling 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 for multiple channels and queues. - Conduct risk analysis and mitigation planning related to SL performance, staffing deficits, and future business demand. - Collaborate with cross-functional teams to ensure strategic alignment, support recruitment, and ramp planning. - Present data-driven insights, planning assumptions, and risks to senior leadership effectively. Qualifications required for this role include: - 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 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. Joining a prestigious organization in Bangalore, India, you will have the opportunity to work in the Hospitals/Health Care and ITES/BPO/KPO industry. Your role will involve ITES/BPO/Customer Service functions, focusing on capacity planning, forecasting, resource planning, and workforce management. Note: Additional details about the company were not provided in the job description.,