At a glance
- Experience
- 5-7 years experience
- Employment
- Full-time
- Location
- Hyderabad
About the role
- The WFM Planning Manager leads capacity planning and scheduling for rider and merchant support operations, ensuring staffing supply aligns with business priorities. This role involves managing KPI performance across in-house and outsourced sites, with opportunities to focus on either audience-facing stakeholder management or technical capacity modeling.
Responsibilities
- Own capacity plans and scheduling coverage across in-house and outsourced/vendor sites.
- Manage KPI performance including service level, occupancy, over/under staffing, and quality.
- Lead root-cause analysis and recovery planning when performance targets are missed.
- Anticipate staffing risks and deviations to implement proactive mitigation plans.
- Lead goal-setting and track progress for leadership reporting.
- Partner cross-functionally to align staffing supply with evolving business priorities.
- Manage outsourced/vendor relationships and hold partners accountable to staffing commitments.
- Own the technical accuracy of capacity models, forecasting methodology, and underlying assumptions.
- Ensure planning tools and systems are utilized effectively and lead improvements to models and templates.
- Translate high-level goals into data-driven staffing blueprints.
Requirements
- 5-7 years of experience in workforce management, capacity planning, or operations.
- Experience leading or directly managing a team.
- Fluency in workforce management fundamentals including forecasting, scheduling, shrinkage, and occupancy.
- Analytical rigor with proficiency in SQL, Excel, and Tableau.
- Experience managing outsourced/vendor relationships and service level accountability.
- Bachelor's degree or equivalent practical experience.
- Hands-on experience with workforce management software such as NICE, Verint, Genesys, or Aspect.
- Proven track record of driving measurable performance improvements across cross-functional teams.
- Ability to communicate performance, blockers, and root causes clearly to leadership.
Skills
- Workforce Management
- Capacity Planning
- Forecasting
- Scheduling
- SQL
- Excel
- Tableau
- NICE
- Verint
- Genesys
- Aspect
