Back
Metro Gurgaon, well-known BPO brand, mid-level analyst title, but niche WFM/NICE skill reduces candidate pool.
WFM and contact-center tooling experience is highly domain-specific and not easily transferable.
Mandatory NICE IEX and capacity planning skills create strict technical filters.
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Own long-term manpower planning including staffing models and monthly staff planning cycles to meet cost-effective output targets.
Manage scheduling and transition of new logos while ensuring alignment with workload and headcount calculations across multiple communication channels.
Provide regular reporting (WBRs, MBRs, QBRs) and presentations using data analysis and scenario simulations to inform decision-making.
Experience with Workforce Management (WFM) software; exposure to NICE IEX WFM tool is mandatory.
Expertise in capacity planning models is required.
Graduate degree mandatory.
Work Experience Required: Not explicitly mentioned in the JD.
Strong analytical skills with capability to build and execute complex staffing and capacity models.
Experience working in fast-paced environments requiring timely decisions under ambiguous conditions.
Proficient with advanced Excel features, PowerPoint, and data visualization tools; knowledge of VBA, Macros, and PowerBI is a plus.