Responsibilities:
- Build rolling capacity plans by program, site, channel, and skill.
- Own hiring and training demand recommendations.
- Manage headcount supply and staffing risk.
- Perform scenario and sensitivity analysis.
- Connect capacity decisions to financial outcomes.
- Drive governance and stakeholder alignment.
- Improve model quality and planning maturity.
- Ensure policy, contractual, and data compliance.
Indicative Activities:
- Translate volume, AHT or productivity, service objectives, backlog, shrinkage, occupancy, and operating-hour assumptions into required FTE and headcount. Maintain base, upside, and downside scenarios.
- Identify monthly and weekly hiring needs, class timing, nesting or learning-curve impacts, trainer capacity, lead times, attrition replacement, and production-readiness dates. Track planned versus actual hiring supply.
- Reconcile roster, approved positions, productive headcount, attrition, absenteeism, internal movement, leaves, training, and shrinkage. Highlight gaps, surpluses, and decision deadlines.
- Model changes in demand, AHT, productivity, SLA, hours of operation, channel mix, automation, site allocation, skill strategy, shrinkage, attrition, and hiring yield. Quantify FTE, cost, and service implications.
- Produce labor-cost views for regular staffing, overtime, contractors, idle capacity, hiring, training, and transitions. Partner with Finance on budget, outlook, and variance commentary.
- Lead recurring capacity reviews with Operations, Finance, Recruiting, Training, HR, and WFM. Document assumptions, decisions, owners, risks, and due dates. Escalate when hiring or capacity actions miss required lead times.
- Maintain version control, model documentation, data-quality checks, assumption logs, and forecast-to-plan variance analysis. Automate repeatable reporting and reduce spreadsheet risk where practical.
- Apply organizational policies, client commitments, labor constraints, access controls, and approved planning assumptions. Protect confidential workforce and financial information.
Competencies Required:
- Capacity Modeling; Analytical Thinking
- Workforce Planning; Results Orientation
- Data Discipline; Risk Management
- Business Acumen; Problem Solving
- Financial Acumen; Commercial Awareness
- Stakeholder Management; Communication
- Continuous Improvement; Technical Excellence
- Compliance; Judgment
Preferred Qualifications:
- Experience supporting multi-site, multi-skill, multilingual, omnichannel, or global operations.
- Experience with Power BI, SQL, Python, or another analytics and visualization tool.
- Understanding of Erlang-based staffing, simulation, backlog planning, deferred-work capacity, and skills-based routing.
- Experience partnering directly with Finance, Talent Acquisition, Training, Operations, and client-facing leadership.
- Recognized WFM, analytics, finance, Lean, or Six Sigma certification is an advantage.
KPI:
- Capacity-plan accuracy
- Hiring-plan attainment
- Staffing gap control
- Plan-versus-actual variance
- Scenario turnaround and quality
- Data and governance quality
Interview Date: Monday Friday
Interview Time: Between 11:00 AM and 6:00 PM Venue: Movate Technologies (Movate Talent Hub) Ground Floor, AMBIT IT Park Ambattur Industrial Estate Chennai, Tamil Nadu, India
HR to meet: VIGNESHWARA RAO - SPECIALIST
