Role and Key Responsibility:

• Create Capacity Plans for Enterprise and co-create with partners for their sites.
• Converts demand volume into production hours requirements, Analyses historical data and volume projections.
• Creates and maintains the staffing plans to help establish the partner locked headcount/hours.
• Recommends staff requirements to the WFM team for effective resource utilization and SLA adherence.
• Capacity Planning including vertical landscape, headcount or production hour requirements, required languages, etc.
• Accurately predicts headcount or production hours required, handle time and staff shrinkage by work type.
• Identifies gaps in coverage and proposes new shifts or realignments along with hiring plans.
• Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
• Modeling FTE requirement for long and Short-term including capacity recommendations to close gaps and optimize resources.
• Prepares communication plan to explain changes and impacts on work drivers and staffing models.
• Undertakes ad hoc analysis to identify root causes for production hour variances.
• Runs “what-if” scenarios for operations or other support groups as requested.
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends.
• Review DOW and Intraday Patterns
• AHT profiling
• Assumption Management
• Own HC reconciliation with partner WFM teams.
• Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.
• Co-ordinate with SOP/Demand planning team to understand market need.
• Plan capacity based on projection/order/demand planning information.

Key Skills and knowledge:

• Overall experience of 2-4 years in WFM and at least 1 year in a planning role.
• Hands on experience in Chrome Operating system and Google sheets
• Experience in Verint / IEX shall be an added advantage (Preferred Verint)
• Experience in managing a multi-site and multi-vendor environment.
• Strong process and mathematical orientation
• Experience of data modelling, simulations and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics
• Strong business acumen
• Should be a good communicator and a collaborator.
• Strong Communicator and decision maker
• Hands on Experience in Anaplan will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships

Educational Qualification – Graduation / Diploma (15 years of formal education) in any discipline.