WHITE HORSE MANPOWER CONSULTANCY (P) LTD logo

WFM Capacity Planning Specialist | Contact Center Operations

4 - 9 years

0 Lacs

bangalore hyderabad

Posted:1 month ago| Platform: Shine logo

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Skills Required

capacity center forecasting headcount management modeling wfm planning workforce contact file analyst creation india specialist long-term

Work Mode

On-site

Job Type

Full Time

Job Description

Hiring: WFM Capacity Planning Specialist | Contact Center Operations | [Location]

Experience:

Workforce Management (WFM) Capacity Planning Specialist

Key Responsibilities:

  • Build, maintain, and update

    capacity planning files/models

    to align with forecasted demand.
  • Analyze historical data (call volumes, AHT, shrinkage, attrition, productivity) to project

    headcount and hiring plans

    .
  • Work closely with finance, HR, and operations to

    align workforce capacity with budgets and SLAs

    .
  • Provide proactive insights on staffing gaps, risks, and recommendations.
  • Support long-term and short-term workforce strategies through accurate modeling.

Requirements:

  • 410 years of experience in

    WFM capacity planning

    .
  • Strong hands-on expertise in

    creating and maintaining capacity files (Excel/SQL/Advanced Modeling)

    .
  • Familiarity with

    WFM tools

    such as NICE, Verint, Genesys, Aspect, etc.
  • Excellent communication and stakeholder management skills.
  • Strong analytical and problem-solving mindset.

8494849452 / 8884572014,  8884499448, 9448201675

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