Sr. Analyst / Team Lead - WFM Capacity Planning

Golden Opportunities

6 - 11 years

14 Lacs

bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

wfm nice iex resource planning capacity planning geneys team leading capacity modeling aht shrinkage

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a highly skilled Senior Analyst/Team Lead to lead our Workforce Management (WFM) Capacity Planning team.
The ideal candidate will have experience in capacity planning, workforce management, and resource planning, with a strong understanding of scheduling, shrinkage, and AHT (Average Handling Time) management.

Responsibilities

Develop and implement capacity planning models to optimize workforce utilization and improve efficiency
Lead the WFM Capacity Planning team to achieve business objectives and improve customer satisfaction
Collaborate with stakeholders to gather requirements and provide data-driven insights to inform business decisions
Design and implement scheduling strategies to minimize shrinkage and maximize productivity
Develop and maintain relationships with key stakeholders, including operations, sales, and customer service teams
Stay up-to-date with industry trends and best practices in WFM capacity planning and resource planning
Mentor and coach team members to improve their skills and knowledge in WFM capacity planning and resource planning

Requirements

6-14 years of experience in WFM capacity planning, workforce management, and resource planning
Strong understanding of capacity planning, scheduling, shrinkage, and AHT management
Experience with Genesys, NICE IEX, or other WFM software
Excellent analytical and problem-solving skills
Strong communication and interpersonal skills
Ability to lead and motivate a team to achieve business objectives
Bachelor's degree in a relevant field, such as business, operations, or computer science .

Contact Person

Email

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