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WFM RTA (Capacity Planner) Kolkata, India

2 years

0 Lacs

Kolkata West Bengal India

Posted:3 days ago| Platform: Linkedin logo

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Skills Required

data solver fusion management monitoring staffing forecasting planning agility service schedule support analyze scheduling power drive learning mobility reporting

Work Mode

On-site

Job Type

Full Time

Job Description

WFM RTA (Capacity Planner)

Are you a data-driven problem solver who thrives on precision, speed, and strategy?

Are you seeking WFM jobs in Kolkata or rewarding RTA job vacancies in Kolkata as a capacity planner? Fusion CX is hiring a Workforce Management Real-Time Analyst (WFM RTA) Capacity Planner to join our fast-growing team in Kolkata. This is a dynamic role that combines live performance monitoring with long-term staffing and capacity forecasting to ensure operations remain smooth, scalable, and future-ready.If you are looking for workforce planning jobs in Kolkata where your attention to detail and real-time agility can shape business performance, this role offers the perfect platform to grow, collaborate, and lead within a global CX organization.

Job Summary

We are seeking a proactive and detail-oriented Workforce Management Real-Time Analyst (WFM RTA) with strong expertise in capacity planning. The ideal candidate will be responsible for real-time monitoring of service levels, staffing adherence, and schedule adjustments across multiple queues or business lines, while also playing a key role in long-term and short-term capacity planning to support operational efficiency.

Key Responsibilities Capacity Planning

  • Collaborate with forecasting and capacity teams to align real-time decisions with long-term plans
  • Analyze historical data to support forecasting and headcount planning
  • Identify staffing gaps and recommend hiring or scheduling strategies
  • Build and maintain capacity models for different business units/processes

Job Requirements WFM RTA (Capacity Planner)

  • 2 years of experience in WFM, RTA, or Capacity Planning roles (BPO/Call Center environment)
  • Strong knowledge of WFM tools such as IEX, NICE, Aspect, Genesys

Why Join Fusion CX?

  • At Fusion CX, our people power the performance. As a Workforce Analyst Capacity Planner, you are not just part of the back-end, but you are at the core of real-time excellence and future-readiness.
  • Be part of a global team where data, speed, and service intersect to drive operational excellence.
  • Collaborate across functions in an organization that values agility, innovation, and continuous improvement.
  • Grow within a culture that prioritizes employee well-being, learning, and recognition.
  • Access internal mobility opportunities, performance-based growth, and mentorship from industry leaders.
  • Contribute to a brand known for its people-first culture and award-winning customer experience delivery.
Looking for high-impact WFM roles in Kolkata that offer more than just reporting? Ready to influence how workforces scale, shift, and succeed?

Apply today and plan your next big move with Fusion CX.

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