WFM - Capacity Planning Lead

Hexaware Technologies; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is looking for a Capacity Planning & Scheduling Lead (WFM) to manage workforce planning, forecasting and scheduling for contact center operations, ensuring SLA adherence and optimal resource utilization.

The role requires 5–9 years of experience in WFM, strong analytical and stakeholder management skills, and experience with tools like IEX, Aspect, NICE or Verint. MBA/Operations preferred and shift is flexible with weekends off.

Qualifications

• Graduate degree required; MBA/Operations preferred.
• 5–9 years of experience in WFM and contact center ops.
• Proficient in advanced Excel and WFM tools.

Responsibilities

• Perform long-term and short-term capacity planning.
• Create and manage agent schedules based on forecasted volumes.
• Analyze call volume trends and staffing requirements.
• Monitor real-time adherence and operational performance.
• Collaborate with Operations, HR, and stakeholders.
• Prepare WFM reports, dashboards, and performance insights.
• Drive scheduling efficiency and cost optimization.

Skills

WFM

Capacity Planning

Forecasting

Scheduling

RTA

Stakeholder management

Analytical skills

Education

Graduate degree

MBA/Operations preferred

Tools

IEX

Aspect

NICE

Verint

Job description

Location: Navi Mumbai, Ghansoli

Experience: 5-9 Years

Job Description

We are hiring a Capacity Planning & Scheduling Lead (WFM) to manage workforce planning, forecasting, and scheduling for contact center operations to ensure SLA adherence and optimal resource utilization.

Key Responsibilities

• Perform long-term and short-term capacity planning.
• Create and manage agent schedules based on forecasted volumes.
• Analyze call volume trends and staffing requirements.
• Monitor real-time adherence and operational performance.
• Collaborate with Operations, HR, and stakeholders.
• Prepare WFM reports, dashboards, and performance insights.
• Drive scheduling efficiency and cost optimization.

Required Skills

• Workforce Management (WFM)
• Capacity Planning & Forecasting
• Scheduling & RTA (Real Time Analysis)
• Contact Center Operations
• Advanced Excel / WFM Tools (IEX, Aspect, NICE, Verint, etc.)
• Strong analytical & stakeholder management skills

Qualification

Graduate in any discipline (MBA/Operations preferred).

Shift Timings: Flexible but not graveyard

Week Off: Sat - Sun