Work Force Management (WFM)- Capacity Planning Analyst | Hyderabad

Axis Services; Hyderabad; Vor Ort; INR 450.000 - 750.000; Vollzeit

Zusammenfassung

Axis Services in Hyderabad is seeking a WFM Capacity Planning Analyst to forecast demand, build FTE models, and develop capacity plans for our contact center operations.

The role requires a minimum of 3 years in capacity planning, graduation, and readiness to work on rotational shifts from the Hi-Tech City office. Salary goes up to 7.5 LPA with a five-day work week. You will collaborate with WFM, Operations, and Demand Planning teams to optimise staffing and meet SLA targets.

Qualifikationen

• Graduation is mandatory and at least 3 years of capacity planning exposure.
• Hands-on demand forecasting, FTE modelling, and staffing planning.
• Strong analytical, mathematical, and problem-solving skills.
• Good stakeholder management and communication abilities.

Aufgaben

• Forecast workload and compute staffing, FTE, and production-hour needs.
• Develop short- and long-term capacity plans from demand projections.
• Analyze historical trends, AHT, shrinkage, and intraday patterns.
• Identify staffing gaps and advise hiring or realignment.
• Monitor forecast accuracy, staffing performance, and SLAs.
• Perform root-cause and what-if scenario analysis.
• Coordinate with WFM, Operations, Demand Planning, and clients.
• Maintain capacity models, staffing plans, headcount reconciliation.

Kenntnisse

Capacity Planning

WFM Planning

Forecasting

Demand Planning

Staffing Models

AHT & Metrics

Data Modelling

Scenario Analysis

Stakeholder Management

Anaplan

Ausbildung

Graduation

Tools

Anaplan

Jobbeschreibung

Hiring for WFM Capacity Planning Analyst | Hyderabad (WFO)

Job Highlights

• Designation: WFM (Capacity Planning)
• Salary: Up to 7.5 LPA
• Experience: Minimum 3 years of relevant experience
• Qualification: Graduation mandatory
• Work Location: Hi-Tech City, Hyderabad
• Work Mode: Work From Office (WFO)
• Shift: Rotational shifts
• Working Days: 5 days a week | 2 days off

About the Job

We are looking for experienced professionals in Workforce Management (WFM) Capacity Planning with hands‑on experience in demand forecasting, FTE modelling, staffing requirements, and resource planning.

Role and Responsibilities

• Forecast workload and calculate staffing, FTE, and production-hour requirements.
• Develop short-term and long-term capacity plans based on demand projections.
• Analyze historical trends, AHT, shrinkage, and day-of-week/intraday patterns.
• Identify staffing gaps and recommend hiring plans or resource realignment.
• Monitor forecast accuracy, staffing performance, and SLA requirements.
• Perform root‑cause analysis and what‑if scenario modelling.
• Coordinate with WFM, Operations, Demand Planning, and client stakeholders.
• Maintain capacity models, staffing plans, and headcount reconciliation.

Required Skills

• Hands‑on experience in Capacity Planning / Workforce Planning / WFM Planning.
• Strong knowledge of FTE forecasting, demand planning, and staffing models.
• Understanding of AHT, shrinkage, production hours, and contact centre metrics.
• Experience in forecasting, data modelling, and scenario analysis.
• Strong analytical, mathematical, and problem‑solving skills.
• Good stakeholder management and communication skills.
• Experience in multi‑site/multi‑vendor environments is preferred.
• Anaplan experience is an added advantage.

Eligibility Criteria

• Minimum 3 years of relevant hands‑on experience in Capacity Planning, Workforce Planning, or WFM Planning is mandatory.
• Graduation is mandatory.
• Candidates must have no absconding history.
• Candidates with only roster management, intraday scheduling, or real‑time monitoring experience, without relevant capacity‑planning exposure, will not be suitable.
• Age must be below 35 years

Work Details / Additional Information

• Work Location: Hi-Tech City, Hyderabad.
• Work Mode: Work From Office (WFO).
• Shift: Rotational shifts.
• Work Schedule: 5 days working and 2 days off.
• Salary: Up to 7.5 LPA, based on experience and suitability.

Important Note

• Relevant capacity‑planning experience and graduation are mandatory.
• Candidates must be comfortable working rotational shifts from the Hyderabad office.
• Candidates with an absconding history are not eligible.