WFM Scheduling and Capacity Planning Analyst BPO Hyderabad

Creative Indians; Hyderabad; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Creative Indians in Hyderabad seeks an experienced WFM specialist to lead workforce scheduling and capacity planning. You will manage end-to-end scheduling and roster alignment, developing short-, mid-, and long-term capacity plans.

The role requires 2–5 years in WFM Scheduling, strong communication, and the ability to work US shifts. You will identify improvements in planning and forecasting, provide insights from scheduling trends, and handle headcount and vendor management to optimize service

Qualifications

• Must have 2–5 years of experience in WFM Scheduling and Capacity Planning.
• Workforce Scheduling and Roster Management experience.
• End-to-end scheduling and roster alignment experience.
• Develop and maintain short-, mid-, and long-term capacity plans.
• Identify improvements in planning, scheduling, and workforce allocation.
• Support demand forecasting with scheduling trend insights and seasonality.
• Intraday performance analysis.
• Headcount and vendor management experience.
• Service level optimization focus.
• Good communication skills required.
• US shifts experience or willingness to adapt to US hours.
• Location: Hyderabad, India.

Responsibilities

• Lead workforce scheduling and roster management across teams.
• Manage end-to-end scheduling, rosters, and shift alignment.
• Develop short-, mid-, and long-term capacity plans and forecasts.
• Identify and implement improvements in planning, scheduling, and allocation.
• Support demand forecasting with insights from scheduling trends and seasonality.
• Perform intraday performance analysis to optimize staffing.
• Oversee headcount planning and vendor management.
• Drive service level optimization through scheduling strategies.
• Communicate effectively with cross-functional teams.
• Coordinate US shift coverage and shift handoffs.
• Ensure adherence to local and client requirements in Hyderabad.

Skills

WFM Scheduling

Capacity Planning

Job description

• Must have Min 2 to 5yrs exp in WFM Scheduling and Capacity Planning role.
• Workforce Scheduling & Roster Management
• Manage end-to-end scheduling and roster alignment.
• Develop and maintain short-term, mid-term, and long-term capacity plans
• Identify and implement improvements in planning, scheduling, and workforce allocation.
• Support demand forecasting by providing insights from scheduling trends, seasonal patterns
• Intraday Performance Analysis
• Headcount & Vendor Management
• Service Level Optimization
• Good Communication Skills required
• US Shifts
• Location - Hyderabad