WFM Capacity Planner

VXI Global Solutions; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

VXI Global Solutions in Hyderabad is seeking a Senior Real Time Analyst & Senior Scheduling Analyst to lead the Workforce department, overseeing forecasting, scheduling, and real-time monitoring for all accounts. The role requires hands-on experience in workforce management, capacity planning, and generating actionable reports for Operations and management, while ensuring SLA adherence.

You will develop long-term workload forecasts and coordinate with cross-functional teams to optimize staffing

Qualifications

• Graduate in any field.
• Must have workforce management experience.
• At least 1 year experience in Capacity Planning.
• Knowledge of Workforce Management Software, CMS, IEX.
• Thorough knowledge of MSOffice.
• Must be a regular employee.
• Must have at least 6 months tenure in current position.
• No pending or existing DA case.
• Analytical skills.
• Time management.
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision.
• Programming skills/ Web development skills are desirable.

Responsibilities

• Manage the Workforce department responsible for forecasting, scheduling, and real-time monitoring for all accounts.
• Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
• Create reports to meet requirement of Operations/ Management / other departments.
• Determine long-term headcount & staffing requirements
• Participate in strategic business planning
• Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws
• Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
• Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
• Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities
• Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts

Skills

Analytical skills

Time management

Multi-tasking

Adaptability

Attention to detail

Programming skills

Web development skills

Education

Graduate in any field

Tools

MS Office

Workforce Management Software

CMS

IEX

Job description

Senior Real Time Analyst & Senior Scheduling Analyst

Summary

• The purpose of this job is to manage the Workforce department which is responsible for forecasting, scheduling/staffing, and real-time monitoring for all accounts.
• Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
• Create reports to meet requirement of Operations/ Management / other departments.
• Determine long-term headcount & staffing requirements
• Participate in strategic business planning
• Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws
• Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
• Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
• Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities
• Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts

Education & Experience

• Graduate in any field
• Must have workforce management experience
• At least 1 year experience in Capacity Planning
• Knowledge of Workforce Management Software, CMS, IEX
• Thorough knowledge of MSOffice
• Must be a regular employee
• Must have at least 6 months tenure in current position
• No pending or existing DA case
• Analytical skills
• Time management
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Programming skills/ Web development skills are desirable.