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.
Read the full description and apply on the company’s own careers page.
