About
Analytical and results-driven WFM Capacity Planner with over 3 years of experience in workforce management, forecasting, and capacity planning, and an overall 4 years of professional experience in operations and analytics. Skilled in forecast modeling, resource optimization, real-time monitoring, and performance reporting. Adept at using data-driven insights to improve service levels, staffing accuracy, and business efficiency. Proven ability to collaborate with cross-functional teams to align operational capacity with business goals. Seeking to leverage my analytical expertise and planning proficiency to drive strategic workforce solutions and operational excellence.
Skills & Expertise (14)
Work Experience
Workforce Analyst
GlobalLogic
Dec 2021 - Aug 2022
Supported the WFM planning cycle by gathering operational data, validating inputs, and preparing agent performance reports. Assisted in forecast validation and scheduling, ensuring balanced staffing coverage across shifts and skill sets. Monitored daily performance against forecasts, identifying real-time deviations in AHT, absenteeism, and volume trends. Collaborated with team leads and management to optimize staffing models and maintain efficient service delivery. Developed Excel-based templates and reports for data tracking, contributing to improved accuracy in capacity forecasting and reporting.
WFM Capacity Planner
Genpact India Pvt. Ltd.
Aug 2022 - Present
Managed end-to-end capacity planning, including short-term and long-term forecasting, headcount planning, and schedule optimization to meet SLA targets. Created and maintained forecast models using historical volume trends, seasonality, and business assumptions to support staffing and hiring plans. Conducted variance analysis between forecasted and actual performance to identify deviations and recommend corrective actions. Prepared weekly and monthly performance dashboards highlighting key metrics such as forecast accuracy, occupancy, shrinkage, and utilization. Partnered with operations and HR teams to ensure optimal workforce allocation and alignment of resources with business needs. Utilized advanced Excel functions, Power BI, and data visualization tools to report capacity insights and trends.
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Availability Details
Visa Status
Citizen
Relocation
Open to Relocation