Analyst, WFM Scheduling

Overview

Analyst role in Workforce Management (WFM) scheduling, responsible for capacity planning, staffing models and headcount forecasting across multi-site, multi-vendor contact centre operations.

What you'll do

• Create capacity plans for enterprise and co-create them with partners for their sites.
• Convert demand volume into production hours requirements by analysing historical data and volume projections.
• Create and maintain staffing plans to establish partner-locked headcount and hours.
• Recommend staff requirements to the WFM team for effective resource utilization and SLA adherence.
• Predict headcount or production hours required, handle time and staff shrinkage by work type.
• Identify coverage gaps and propose new shifts or realignment along with hiring plans.
• Continuously monitor performance against plans and refine assumptions as required.
• Model FTE requirements for long-term and short-term horizons, including capacity recommendations to close gaps and optimize resources.
• Prepare communication plans to explain changes and their impact on work drivers and staffing models.
• Undertake ad hoc analysis to identify root causes for production hour variances.
• Run "what-if" scenarios for operations or other support groups as requested.
• Conduct stakeholder review meetings for sign-off of the short-term capacity plan.
• Maintain historical data and trends; review day-of-week and intraday patterns; perform AHT profiling and assumption management.
• Own headcount reconciliation with partner WFM teams.
• Work with partner/client workforce management and operations teams to create, update and maintain staffing and budget planning models.
• Coordinate with SOP/demand planning teams to understand market need and plan capacity based on projection, order and demand planning information.

What you'll need

• Experience managing multi-site and multi-vendor environments.
• Strong process and mathematical orientation.
• Experience in data modelling, simulations and scenario planning.
• Experience in stakeholder management and aptitude for planning risk identification.
• Analytical skills and a good understanding of contact centre metrics.
• Strong business acumen.
• Good communicator and collaborator; strong communicator and decision maker.
• Strong attention to detail, sense of professionalism and ability to develop relationships.
• Graduation (degree).

Nice to have

• Hands-on experience with Anaplan.

Details

• Location: Hyderabad (LSR Tudor Vantage, Sy No. 88/P, Road No 10), India.
• Time type: Full time.