Sr. Analyst, WFM Planning

Convergys; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is hiring a Sr. Analyst, WFM Planning in Bangalore to design and manage headcount plans aligned with service levels and costs. The role requires strong experience in capacity planning, forecasting and leading cross-functional projects across global teams.

You will partner with Talent Acquisition, Finance and Service Delivery to optimize staffing and implement planning tools while managing deadlines in a dynamic environment.

Qualifications

• 5+ years of direct experience in Capacity Planning or Labor Modeling.
• 3+ years in program/project management.
• Experience utilizing Excel and SQL.
• Experience translating capacity plans and KPIs to senior leaders.
• Excellent storytelling to articulate business impacts.

Responsibilities

• Create optimized headcount and hiring plans balancing CX, employee experience and cost.
• Mitigate capacity risks by coordinating across units and supply models.
• Communicate dependencies and track exceptions.
• Collaborate with tech teams on planning tools and initiatives.
• Analyze historical data and forecast demand with multiple stakeholders.
• Lead global process standardization and reporting initiatives.

Skills

Capacity planning

Labor modeling

Program/project management

Storytelling

Leadership

Forecasting

Excel

SQL

Education

Graduation

Tools

Excel

SQL

Job description

## Sr. Analyst, WFM PlanningApply: IND Bangalore: Full time: Posted Today: End Date: October 16, 2026 (15 days left to apply): R1763267Job Title:Sr. Analyst, WFM PlanningJob DescriptionROLE :Sr. Analyst, WFM PlanningDESIGNATION : Sr. Analyst, WFM PlanningLOCATION : Bangalore, IndiaYEARS OF EXPERIENCE :5 + YearsConcentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Role And Key Responsibilities* Create optimized headcount and hiring plans s Mailchimp business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.* Mitigate capacity risks by managing dependencies across multiple business units and supply models.* Clearly communicate dependencies and manage/track exceptions.* Partner with internal technology teams on new initiatives, including launch of new internal planning tools.* Participate in new projects and initiatives such as new product, skill, and contact channel rollouts on a global basis.* Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.* Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.* Support Service Delivery & Operational teams to optimize staffing requirements.* Lead global process standardization initiatives* Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.Qualifications* 5+ years of direct experience in Capacity Planning or Labor Modeling* 3+ years in program/project management* Experience utilizing Excel and SQL* Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders* Excellent Storytelling skills to clearly articulate the From and-To-and business impacts* Ability to work successfully in a dynamic, ambiguous environment* Ability to meet tight deadlines and prioritize workloads* Exceptional influencing and leadership skillsEducation: GraduationDisclaimer:-'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'Location:IND Bangalore - Ecospace Bus ParkLanguage Requirements:Time Type:Full time