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IntouchCX
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Senior Capacity Planner

Senior Capacity Planner

IntouchCX

4 - 8 years

0 Lacs

hyderabad telangana

Posted:6 days ago| Platform: Shine logo

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Skills Required

capacity planning workforce management forecasting client interaction analytics communication skills data analysis stakeholder management

Work Mode

On-site

Job Type

Full Time

Job Description

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. With over 20 years of experience, we have established ourselves as a disruptive industry leader by fostering trusted relationships with our brand partners and empowering our team to drive positive change. We are committed to delivering exceptional results by immersing ourselves in your world with curiosity, creativity, and innovation. We are currently seeking a dynamic and analytical Senior Capacity Planner to join our Workforce Management team. In this role, you will be responsible for driving operational efficiency through precise capacity planning and acting as a strategic partner to our external clients. The ideal candidate will have a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and excellent communication skills to translate insights into impactful client interactions. As the Senior Capacity Planner at IntouchCX, your responsibilities will include: - Developing short, mid, and long-term capacity plans aligned with forecasted demand, productivity, attrition, and hiring inputs. - Serving as the primary point of contact for client interactions, presenting plans, reports, and recommendations regularly. - Collaborating with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations. - Presenting capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews. - Partnering with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans. - Building what-if scenarios to model the impact of changes in demand, headcount, and shrinkage. - Identifying operational gaps or risks and proactively escalating with clear data-backed insights. - Maintaining high standards of reporting accuracy and transparency in all client-facing documentation and presentations. To be successful in this role, you will need: - A Bachelor's degree in Mathematics, Statistics, Business, Engineering, or related fields (Masters preferred). - Minimum 4-5 years of BPO experience. - 2 to 3 years of experience as a front-line Capacity Planner for Voice, Email, Chat, and SMS channels. - Proficiency in utilizing NICE IEX Workforce software. - Working knowledge of AWS, Salesforce preferred. - Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset. - Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels. - Ability to work independently and manage multiple projects simultaneously. - Strong analytical, problem-solving, and communication skills. - High attention to detail and the ability to manage multiple priorities in a fast-paced environment. - Strong stakeholder management skills and the ability to translate data into actionable insights. Join us at IntouchCX where you can contribute to driving operational efficiency and building strong client relationships through strategic capacity planning and analytics.,

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Senior Capacity Planner