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Tier-1 brand and Bangalore location increase applicant density despite specialized workforce planning seniority.
Power BI and forecasting skills are transferable, but workforce management domain knowledge increases sensitivity.
Explicit 8+ years and mandatory Power BI, forecasting, and workforce planning skills enforce strict filtering.
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Develop and deliver detailed and accurate long-term and short-term headcount capacity and forecasting plans including metrics such as interactions, processing time, shrinkage, and attrition.
Own capacity and staffing management for one or more accounts, setting scheduling guidelines and optimizing shift planning for Customer Support roles.
Create and maintain BI dashboards and reports using Power BI, DAX, SQL to provide actionable insights and efficiency/productivity tracking, collaborating closely with Operations, HR, and Finance teams for alignment and decision-making.
Minimum 8 years of experience in Workforce Management with expertise in capacity planning.
Proven ability to run workforce management programs and deliver resourcing plans for support and back-office functions.
Must have expertise in Power BI including DAX, SQL, and data modeling skills.
Work Experience Required: Minimum 8 years in relevant field. Notice period: Not explicitly mentioned in the JD.
Experienced in managing workforce planning and capacity strategies in global or complex matrix environments.
Strong analytical and database leadership skills with ability to create executive-level summaries and influence senior management.
Comfortable delivering operational forecasting, capacity planning, scheduling optimization, and cross-functional collaboration involving HR, Finance, and Operations teams.