Sr. Analyst/Team Lead - WFM Capacity Planning

As a Senior Analyst/Team Lead for WFM Capacity Planning, your role will involve leading a team to optimize workforce utilization and improve efficiency. You will work on developing and implementing capacity planning models, collaborating with stakeholders to provide data-driven insights, and designing scheduling strategies to maximize productivity. Your responsibilities will also include mentoring team members, staying updated with industry trends, and maintaining relationships with key stakeholders. Key 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 Qualifications Required: - 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 Please note: The company is located in Bangalore, India. The role requires full-time employment and permanent commitment. Recruiter Name: Subashini,