About the role
Key Responsibilities
- Develop short, mid, and long-term capacity plans aligned with business demand.
- Perform volume forecasting and capacity modeling using Excel and historical trends.
- Establish and maintain Unit Times (AHT/UT) using statistical analysis (IQR).
- Build and maintain planning models using advanced Excel, Macros, and VBA.
- Analyze large datasets using MS Access, Power Query, Power Pivot, and database techniques.
- Deliver dashboards, reports, and actionable business insights.
- Create recovery plans for backlog, demand spikes, productivity, and capacity risks.
- Identify operational risks and recommend mitigation strategies.
- Support migrations, volume shifts, and transformation initiatives.
- Lead governance reviews and present forecasts, risks, and performance updates.
- Collaborate with Operations, Finance, and Leadership to drive planning decisions.
Required Skills
- Advanced MS Excel, Macros, and VBA.
- Strong knowledge of MS Access and database management.
- Hands-on experience with Power Query and Power Pivot.
- Expertise in forecasting, capacity planning, productivity analysis, and workforce planning.
- Understanding of volume, shrinkage, capacity, and operational metrics.
- Strong communication, stakeholder management, and presentation skills.
- Ability to convert data into business-focused recommendations.
Qualifications
- 3-8 years of experience in Contact Centre, Operations Planning, Capacity Planning, or WFM environments.
- Exposure to transformations, migrations, or operating model changes.
- Knowledge of WFM tools (Genesys, NICE, Verint, Teleopti, Avaya, etc.) is an added advantage.