Senior Planning Analyst

MinutestoSeconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects. We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions. We would love the opportunity to work with you! **Role Overview:** As a Capacity Planner at MinutestoSeconds, your primary role will involve creating Capacity Plans for Enterprise and co-creating with partners for their sites. You will be responsible for preparing, monitoring, and generating appropriate mathematical models, leveraging WFM Tools to determine staffing requirements, and overseeing the overall Capacity planning for HC. Your key focus will be on continuously monitoring the performance against the plans, refining assumptions as required, and modeling FTE requirements for both long and short-term goals. **Key Responsibilities:** - Create Capacity Plans for Enterprise and co-create with partners for their sites - Prepare, monitor, and generate appropriate mathematical models using WFM Tools - Oversee the overall Capacity planning for HC - Continuously monitor performance against plans and refine assumptions - Model FTE requirements for long and short-term goals, including capacity recommendations - Conduct Stakeholder review meetings for Sign-off of Short-Term Capacity Plan - Maintain Historical Data and trends - Review DOW and Intraday Patterns - AHT profiling and Assumption Management - Own HC reconciliation with partner WFM teams **Qualification Required:** - Overall experience of 4-6 years with at least 2-3 years in a planning role - Experience in managing a multi-site and multi-vendor environment - Strong process and mathematical orientation - Experience in data modeling, simulations, and scenario planning - Experience in stakeholder management and risk identification - Analytical with a good understanding of Contact Centre metrics - Strong business acumen - Good communicator and collaborator - Strong decision maker with attention to detail and sense of professionalism - Hands-on Experience with Anaplan will be an added advantage MinutestoSeconds is looking for a Capacity Planner who is detail-oriented, analytical, and possesses strong communication and decision-making skills. If you meet the qualifications and are ready to take on this challenging role, we look forward to receiving your application.,