.jpg){kind=small}
Senior Manager-Planning
On-site · Bengaluru, Karnataka, India
Job Summary
Senior Manager-Planning to lead capacity planning and workforce management for one or more accounts. Responsibilities include building and maintaining capacity plans, headcount reconciliation, coordinating forecasting systems, managing the forecasting process for staffing across geographies, and delivering reports and dashboards with key trends and recommendations. Leads projects and change initiatives, implements workforce planning using predictive/analytical methods, and partners with stakeholders to align staffing with programs and client needs. Strong emphasis on data-driven forecasting, capacity optimization, and cross-functional leadership in a global WFM context.
Required Qualifications
- Bachelor's degree or higher
- 8+ years of overall experience
- experience in capacity planning, workforce management, and scheduling for contact centers or similar environments
- experience with forecasting systems and data analysis
- ability to develop and interpret workforce reports and dashboards
- ability to collaborate with multiple stakeholders across geographies
- strong communication and leadership skills
Desired Qualifications
- 8+ years overall experience
- 10+ years in contact centre (preferred) or similar capacity planning roles
- experience with capacity planning tools and predictive modeling
- strong data analysis and forecasting skills
- expertise in workforce management and scheduling processes
- vendor management experience (preferred)
- advanced MS Excel and PowerPoint skills
- experience presenting to leadership and cross-functional teams
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.