WFM Capacity Planning Analyst | Upto 7.5 LPA |

Axis Services; Hyderabad; On-site; INR 675,000 - 825,000; Full time

Job summary

Axis Services in Hyderabad is seeking a WFM Capacity Planning Analyst to drive capacity planning, demand forecasting, staffing models and optimisation within a contact centre.

The role involves developing short- and long-term capacity plans, analysing historical volumes and intraday patterns, and coordinating with stakeholders to ensure SLA adherence and efficient staffing.

Qualifications

• 2+ years of relevant experience in WFM capacity planning.
• Graduation is mandatory.
• Experience in forecasting, FTE modelling, staffing calculations.
• Analytical and communication skills.
• Multi-site and multi-vendor experience preferred.
• Anaplan experience is a plus.

Responsibilities

• Develop short-term and long-term capacity plans.
• Analyse historical volumes, AHT, shrinkage, staffing requirements, and intraday patterns.
• Forecast FTE and production-hour requirements to meet SLA.
• Identify staffing gaps and suggest hiring plans and shift realignment.
• Develop staffing models, simulations, and what-if scenarios.
• Monitor forecast accuracy and capacity variances.
• Coordinate with WFM, Operations, Demand Planning, and client stakeholders.
• Maintain historical data, staffing plans, and headcount reconciliation.

Skills

WFM Capacity Planning

Forecasting

FTE Modelling

Staffing Calculations

AHT

Shrinkage

Data Modelling

Scenario Planning

Stakeholder Mgmt

Analytical Skills

Communication

Multi-site

Multi-vendor

Anaplan

Education

Graduation

Tools

Anaplan

Job description

HIRING | WFM CAPACITY PLANNING ANALYST

Location: Only From Hyderabad

Experience: 2+ Years in a Relevant Role

CTC: 20 to 25% hike on last ctc max Upto 7.5 LPA

Qualification: Graduation Mandatory

Transport : Available

Interview Mode: Virtual Interview

Joining: Immediate Joiners Only

Role Overview

Hiring a WFM Capacity Planning Analyst to manage capacity planning, demand forecasting, staffing models, and workforce optimization in a contact centre environment.

Key Responsibilities

• Develop short-term and long-term capacity plans based on demand forecasts.
• Analyse historical volumes, AHT, shrinkage, staffing requirements, and intraday patterns.
• Forecast FTE and production-hour requirements to maintain SLA adherence.
• Identify staffing gaps and recommend hiring plans and shift realignment.
• Develop staffing models, simulations, and what-if scenarios.
• Monitor forecast accuracy and analyse capacity variances.
• Coordinate with WFM, Operations, Demand Planning, and client stakeholders.
• Maintain historical data, staffing plans, and headcount reconciliation.

Required Skills

• Experience in WFM Capacity Planning, Workforce Planning, or Resource Planning.
• Knowledge of forecasting, FTE modelling, staffing calculations, AHT, and shrinkage.
• Experience in data modelling, scenario planning, and stakeholder management.
• Strong analytical, mathematical, and communication skills.
• Multi-site and multi-vendor experience preferred.
• Anaplan experience is an added advantage.