Senior Associate Workforce Planning

Overview

Senior Associate Workforce Planning role focused on capacity planning, forecasting, and staffing scenarios for 24/7/365 support operations.

What you'll do

• Build and maintain workforce capacity plan models at monthly, weekly, and interval levels.
• Match staffing supply to required staff and recommend hiring, ramp, and staff reductions.
• Forecast incoming contact volume and track deviations between forecast and actuals.
• Create “what-if” scenarios and planning scenarios for long-range and financial planning.
• Monitor service level performance and perform SL-miss analysis to improve planning.
• Guide short-term staffing adjustments and reconcile planned vs. actual headcount with Finance/HR.
• Maintain a risk register/contingency plan for capacity gaps and model attrition/absenteeism/shrinkage assumptions.

What you'll need

• 4-6 years of relevant experience in diverse environments.
• Bachelor’s degree or equivalent practical experience.
• Advanced proficiency in Excel/Google Sheets.
• Hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, Aspect).
• Experience with workforce modeling and planning using quantitative models.
• Ability to communicate effectively in written and verbal form.
• SQL experience is a plus.

Details

• Location: Hyderabad, Andhra Pradesh, India.