WFM Schedular Analyst | Upto 7 LPA |

Axis Services; Hyderabad; On-site; INR 630,000 - 770,000; Full time

Benefits offered by this job

Transport: Available

Job summary

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

You will develop short- and long-term capacity plans, analyze volumes, AHT, shrinkage, and intraday trends, forecast FTE and production-hour requirements to meet SLA targets, identify gaps and propose hiring plans, and coordinate with WFM, Operations, Demand Planning, and client stakeholders.

Qualifications

• 4+ years in WFM Scheduling / Capacity Planning.
• Strong forecasting and capacity planning knowledge.
• Experience in data modelling and scenario planning.

Responsibilities

• Develop short-term and long-term capacity plans based on demand forecasts.
• Analyze historical volumes, AHT, shrinkage, staffing requirements, and intraday trends.
• Forecast FTE and production-hour requirements to maintain SLA targets.
• 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.

Skills

WFM Capacity Planning

Forecasting

FTE Modelling

Staffing Calculations

AHT

Shrinkage

Data Modelling

What-if Scenarios

Education

Graduation mandatory

Job description

HIRING | WFM ANALYST ( Scheduling / Planning )

Location: Bangalore
Experience: 4+ Years in Relevant WFM Scheduling / Capacity Planning
CTC: Up to 7 LPA (2025% hike on last drawn CTC)
Qualification: Graduation Mandatory
Transport: Available
Interview Mode: Virtual
Joining: Immediate Joiners Only

Job Overview

We are hiring a WFM Capacity Planning Analyst to manage workforce planning, demand forecasting, staffing models, and capacity 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 trends.
• Forecast FTE and production-hour requirements to maintain SLA targets.
• 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.

Required Skills

• Experience in WFM Capacity Planning, Workforce Planning, or Resource Planning.
• Strong knowledge of forecasting, FTE modelling, staffing calculations, AHT, and shrinkage.
• Experience in data modelling and scenario planning.