AVP / VP - WFM / Capacity Planning for an MNC BPO in Hyderabad / Bangalore.  Job Description :  The ideal candidate will possess an analytic, statistical and optimization background to enable strategic workforce planning and strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.  Responsibilities:  - Interpret and improve forecasting models using data collection, data analysis and statistical tools.   - Create optimal capacity plan for Operations business by managing trade-offs between Customer Experience and Cost Effectiveness.   - Coordinate with Operations and Finance teams to analyze historical data and demand forecasts and build out headcount planning models for future growth.   - Mitigate capacity risks by managing dependencies across multiple operational teams and sites   - Capacity planning for new business/sites   - Clearly communicate dependencies and manage/track exceptions with Senior Management.   - Manage the daily, weekly, and monthly reporting of capacity performance in each site via Key Performance Indicators.   - Support local site management and workflow teams to optimize staffing requirements.   - Help manage Investigation and contact routing, monitoring systems and providing recommended workflow options and directives to maintain acceptable service levels.   - Project management skills are required for success in this role.  Desired Candidate Profile :  Bachelor's / Masters degree in a quantitative field (engineering, economics, mathematics).   - 10+ years of work experience and currently working in an MNC BPO as AVP with 5+ years experience in Capacity Planning analysis / WFM (Customer Service analysis or Operations analysis) required.   - Demonstrated analytical skills.   - Experience building complex models using various statistical tools for optimization and then communicating plans or risks accordingly.   - Proficiency with Microsoft Excel.   - Demonstrated ability to meet tight deadlines and prioritize workloads.   - Proven ability to develop new ideas and creative solutions.   - Operational experience in a high volume call and/or technical support environment.   - Basic/Working knowledge of Six Sigma tools and Lean techniques.   - Previous Capacity Planning experience as well as business intelligence and analytics.   - SQL and basic programming experience to automate tools whenever appropriate.   - High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.   - Excellent speaking-listening-writing skills, attention to details, proactive self-starter.   Interested candidates can apply or call us @ 040-40101210/11.

Bangalore

Hyderabad

AVP/VP - WFM/Capacity Planning - BPO 

AVP/VP - WFM/Capacity Planning - BPO  ,Job Description for AVP/VP - WFM/Capacity Planning - BPO  in Search Light Consulting in  Bangalore Hyderabad for (10-16) years of experience. Apply Now!

Job Description for AVP/VP - WFM/Capacity Planning - BPO  in Search Light Consulting in  Bangalore Hyderabad for (10-16) years of experience. Apply Now!