Capacity Planner

VXI Global Solutions; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

VXI Global Solutions in Hyderabad is seeking a Workforce Management (WFM) Capacity Planner to forecast workloads and shape interval-based staffing plans. You will collaborate with Operations, Scheduling, Finance and HR to translate demand into staffing and implement capacity improvements.

The role requires 2-5 years in WFM/Analytics, strong Excel skills, and experience with major WFM tools. A bachelor's degree is preferred, with a focus on data accuracy and KPI optimization.

Qualifications

• 2-5 years of experience in WFM, Capacity Planning, Forecasting, or Analytics.
• Strong analytical, quantitative, and problem-solving skills.
• Advanced Excel skills - formulas, PivotTables, lookups, and modeling.
• Strong understanding of contact center KPI such as Service Level, AHT, Shrinkage, Occupancy, and Productivity.
• Experience with WFM platforms such as IEX/Genesys, Verint, NICE, Aspect, or Kronos.
• Strong stakeholder management and communication skills.
• Bachelor's degree or equivalent experience preferred.

Responsibilities

• Develop and maintain short-, mid-, and long-term workload forecasts.
• Forecast contact volumes, AHT, shrinkage, productivity, and staffing requirements across channels.
• Translate demand forecasts into interval-based staffing and capacity plans.
• Develop headcount plans considering attrition, absenteeism, shrinkage, and ramp assumptions.
• Identify capacity gaps/surpluses and recommend mitigation strategies.
• Perform what-if, sensitivity, peak-event, and risk scenario analysis.
• Partner with Operations, Scheduling, Real-Time, Finance, Recruitment, and Training teams.
• Track actuals vs. forecast and perform root-cause and variance analysis.
• Prepare capacity plans, dashboards, leadership reports, and planning insights.
• Maintain data accuracy and planning governance within WFM systems.
• Contribute to continuous improvement, automation, and WFM best practices.

Skills

WFM

Capacity Planning

Forecasting

Analytics

Excel

PivotTables

Lookups

Modeling

Stakeholder management

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

IEX/Genesys

Verint

NICE

Aspect

Kronos

Job description

We're Hiring: Workforce Management (WFM) Capacity Planner

Are you passionate about forecasting, workforce optimization, and turning data into actionable staffing strategies? We're looking for a WFM Capacity Planner to join our Workforce Management team and help us balance customer experience, operational performance, and workforce efficiency.

What You'll Do

• Develop and maintain short-, mid-, and long-term workload forecasts
• Forecast contact volumes, AHT, shrinkage, productivity, and staffing requirements across channels
• Translate demand forecasts into interval-based staffing and capacity plans
• Develop headcount plans considering attrition, absenteeism, shrinkage, and ramp assumptions
• Identify capacity gaps/surpluses and recommend mitigation strategies
• Perform what-if, sensitivity, peak-event, and risk scenario analysis
• Partner with Operations, Scheduling, Real-Time, Finance, Recruitment, and Training teams
• Track actuals vs. forecast and perform root-cause and variance analysis
• Prepare capacity plans, dashboards, leadership reports, and planning insights
• Maintain data accuracy and planning governance within WFM systems
• Contribute to continuous improvement, automation, and WFM best practices

What We're Looking For

• 2-5 years of experience in WFM, Capacity Planning, Forecasting, or Analytics
• Strong analytical, quantitative, and problem-solving skills
• Advanced Excel skills - formulas, PivotTables, lookups, and modeling
• Strong understanding of contact center KPIs such as Service Level, AHT, Shrinkage, Occupancy, and Productivity
• Experience with WFM platforms such as IEX/Genesys, Verint, NICE, Aspect, or Kronos
• Strong stakeholder management and communication skills
• High attention to detail and data accuracy
• Bachelor's degree or equivalent experience preferred

Nice to Have

• Experience with multi-skill or omni-channel environments
• BPO or large contact center experience
• Exposure to financial modeling, cost optimization, or budget planning
• Experience with automation, advanced analytics, or forecasting enhancements

Key Success Measures

Success in this role will be measured through forecast accuracy, capacity-to-demand alignment, service-level performance, variance reduction, risk mitigation, and the quality and timeliness of capacity plans.

If you have a strong background in WFM forecasting, capacity planning, and data-driven workforce optimization, we'd love to hear from you!