Lead Analyst, WFM - India

Hyderabad, Telangana

Lead Analyst, WFM - India

  • Hyderabad, Telangana
  • Full time
  • Opening on: Apr 25 2024
  • In Office

Role and Key Responsibilites

  • Create Capacity Plans for Enterprise and co-create with partners for their sites
  •  Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
  • Oversee the overall Capacity planning for HC
  • Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
  • Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
  • Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
  • Maintain Historical Data and trends
  • Review DOW and Intraday Patterns
  • AHT profiling
  • Assumption Management
  • Own HC reconciliation with partner WFM teams.

Key Skills & Knowledge

  • Overall experience of 8-10 years and at least 5-7 years in a planning role.
  • IEX – WFM Experience and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
  • Experience in managing multi-site and multi-vendor environment
  •  Strong process and mathematical orientation
  • Experience of data modelling, simulations and scenario planning
  • Experience of stakeholder management and aptitude of planning risk identifications
  • Analytical and good understanding of Contact Centre metrics
  • Strong business acumen
  • Should be a good communicator and a collaborator
  • Strong Communicator and decision maker
  • Hands on Experience on Anaplan will be an added advantage.
  • Strong attention to detail and sense of professionalism and ability to develop relationships

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.


At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for a better future through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity—housed within our Core Values: People Matter. Quality First. Integrity Always.®


Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).

Apply Now

Not You?

Thank you! You will now be redirected.