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Mid-level role at a known multinational with metro location and general operations appeal, though WFM specialization narrows pool.
Workforce planning skills transfer across industries, but insurance and contact-center domain experience increases specificity.
Explicit 3+ years requirement plus mandatory WFM, analytics and call-platform skills create moderate filtering.
Develop and manage short, medium, and long-term forecast volumes for all functions using historical data and membership financial projections.
Translate operational strategy into capacity plans for inshore and offshore teams, managing headcount, attrition, leaves, and productivity targets to meet service level agreements.
Collaborate with senior leaders and multiple departments to align capacity planning with costs, FTEs, and operational requirements.
Minimum 3+ years of operational planning experience.
Proven experience in capacity planning or workforce management.
Strong analytical skills with ability to interpret historical data and financial projections.
Proficiency in data analytics tools (advanced Excel, QlikView, Qliksense) and workforce management software.
Experienced in forecasting and managing capacity in complex, multi-site call center or operational environments.
Able to communicate complex analytical insights and capacity plans effectively to senior leadership.
Strategically oriented with execution focus; adept at cross-department collaboration including finance, HR, and operations.