Workforce Services Senior Analyst (Capacity Planning)

Albireo Recruiters Hiring For Accenture
Department Icon Human Resource (HR)/ Talent Acquisition
Posted: 1 year ago
6-11 years
Anantpur, Bangalore, Chennai, Chittoor, Guntakal, Guntur, Hyderabad, Kakinada, Kurnool, Nellore
Human Resource (HR)/ Talent Acquisition
Work from Office
Full Time
Posted: 1 year ago
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Job Description

    • Role Workforce Services Senior Analyst (Capacity Planning)
    • Responsible for developing and managing accurate mid to short-term Capacity planning models. These
    • forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels
    • (voice and non-voice).

    • Responsibilities
    • Develop and maintain comprehensive capacity plans that align workload forecasts with staffing.
    • Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple
    • lines of business.
    • Ensure all product outlooks are understood and reflect expectations based on detailed knowledge of the
    • product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders
    • Conduct scenario modelling analysis to assess the impact of different business strategies, operational
    • changes, or unexpected events.
    • Partner closely with Forecasting, Scheduling, and cross-functional interfacing teams to align capacity plans with
    • hiring timelines, training schedules, and budget constraints.
    • Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and
    • efficiency goals are met.
    • Build and enhance capacity planning models and tools using advanced Excel, IEX
    • Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional
    • decision-making.
    • Identify gaps in supply versus demand and manage actions to mitigate, ensuring communication with others
    • planning teams and operational stakeholders.
    • Creation of short-term planning packs to produce 30-minute interval Supply vs Demand and ABR projections by
    • product type
    • Provide executive-level reports and presentations with clear narratives, assumptions, and
    • recommendations.
    • Mentor and support junior planners and analysts within the Planning team.
    • Guide the schedulers to help them place off-phone time in the best place and optimize
    • schedules to minimize customer impact
    • Work closely with the forecasting team to understand the demand planning and the impact on Capacity
    • planning
    • Create process maps, standard working instructions for the areas they are responsible for.

    • Skills && Qualification
    • 1-2 years of experience in workforce management, Capacity planning, preferably in a contact center or
    • service/sales/retail operations environment.
    • Strong proficiency in Excel (e.g., pivot tables, charts, formulas).
    • Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys)
    • Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact
    • on capacity models.
    • Real sense of ownership and accountability to deliver against the plan.
    • Good analytical and problem-solving skills, with attention to detail and accuracy.
    • Ability to forge positive, objective relationships with Client, Operations, and Support teams.

    • Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting
    • and shifting priorities.
    • Must demonstrate a perceptive, thorough, and decisive approach to problem-solving.
    • Soft Skills && Behavior
    • Strong business acumen and ability to link workforce metrics to operational and financial outcomes.
    • Excellent verbal and written communication skills; ability to translate complex data into actionable insights
    • for non-technical stakeholders.
    • Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment
    • Experience working cross-functionally with Operations, Finance, and IT.
    • Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels.
    • Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible
    • for, ensuring constant communication and collaboration

Skills

Cross Functional CoordinationWorkforce ManagementOccupancy PlanningCapacity PlanningShrinkage ControlCapacity ManagementMs ExcelAhtContact CenterSla Management

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