Sr.Analyst/Team Lead - WFM Capacity Planning

As a Senior Analyst/Team Lead in WFM Capacity Planning, you will be responsible for developing and implementing capacity planning models to optimize workforce utilization and enhance efficiency. Leading the WFM Capacity Planning team, you will drive business objectives and enhance customer satisfaction through collaboration with stakeholders to gather requirements and provide data-driven insights for informed decision-making. It will be your duty to design scheduling strategies to minimize shrinkage and maximize productivity while nurturing relationships with key stakeholders across operations, sales, and customer service teams. Staying abreast of industry trends and best practices, you will mentor and coach team members to elevate their skills and knowledge in WFM capacity planning and resource planning. To excel in this role, you should possess 6-14 years of experience in WFM capacity planning, workforce management, and resource planning. A strong grasp of capacity planning, scheduling, shrinkage, and AHT management is essential, along with proficiency in Genesys, NICE IEX, or other WFM software. Excellent analytical and problem-solving abilities, coupled with strong communication and interpersonal skills, will be crucial. Your leadership capabilities will be key in motivating the team towards achieving business objectives. Additionally, a Bachelor's degree in a relevant field such as business, operations, or computer science is required. Key Skills: AHT, Capacity Models, Capacity Planning, Genesys, NICE IEX, Resource Planning, Scheduling, Shrinkage, Workforce Management Industry Type: ITES/BPO/KPO Functional Area: ITES/BPO/Customer Service Required Education: Graduation Employment Type: Full Time, Permanent Job Code: GO/JC/942/2025 Recruiter Name: Subashini,