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Tier-1 brand, metro Hyderabad location, and mid-level generalist operations role increase competition.
Requires specialized WFM/contact-center experience but transferable across tech, BPO, and operations roles.
Explicit 4–6 years requirement plus mandatory WFM tool experience and advanced Excel increases selection strictness.
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Develop and maintain detailed capacity planning models at monthly, weekly, and interval levels to align staffing supply with forecasted customer support volume for a 24/7/365 global operation.
Improve forecast accuracy by analyzing historical data, building and presenting scenario plans, and reporting on seasonality trends to support hiring and operational decisions.
Collaborate cross-functionally to monitor service levels, track staffing and headcount against plan and budget, and own end-to-end implementation of capacity and staffing recommendations.
4-6 years of relevant experience in operations, strategy, consulting, tech, or similar environments.
Bachelor's degree or equivalent practical experience.
Hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, Aspect).
Advanced proficiency in Excel/Google Sheets; SQL experience is a plus.
Strong analytical and data-driven approach with ability to handle complex modelling and detailed operational planning.
Experience working in fast-paced, changing environments requiring cross-functional collaboration.
Comfortable operating at granular detail while aligning with long-term strategic goals in customer support or operations contexts.