Senior Process Associate

Key Responsibilities

• Develop short, mid, and long-term capacity plans aligned with business demand.
• Perform volume forecasting and capacity modeling using Excel and historical trends.
• Establish and maintain Unit Times (AHT/UT) using statistical analysis (IQR).
• Build and maintain planning models using advanced Excel, Macros, and VBA.
• Analyze large datasets using MS Access, Power Query, Power Pivot, and database techniques.
• Deliver dashboards, reports, and actionable business insights.
• Create recovery plans for backlog, demand spikes, productivity, and capacity risks.
• Identify operational risks and recommend mitigation strategies.
• Support migrations, volume shifts, and transformation initiatives.
• Lead governance reviews and present forecasts, risks, and performance updates.
• Collaborate with Operations, Finance, and Leadership to drive planning decisions.

Required Skills

• Advanced MS Excel, Macros, and VBA.
• Strong knowledge of MS Access and database management.
• Hands-on experience with Power Query and Power Pivot.
• Expertise in forecasting, capacity planning, productivity analysis, and workforce planning.
• Understanding of volume, shrinkage, capacity, and operational metrics.
• Strong communication, stakeholder management, and presentation skills.
• Ability to convert data into business-focused recommendations.

Qualifications

• 3-8 years of experience in Contact Centre, Operations Planning, Capacity Planning, or WFM environments.
• Exposure to transformations, migrations, or operating model changes.
• Knowledge of WFM tools (Genesys, NICE, Verint, Teleopti, Avaya, etc.) is an added advantage.

Role

Qualifications