Workforce Capacity Planner

Key Responsibilities

Forecasting

• Analyze historical volume, AHT, and shrinkage trends to create accurate short-term and long-term forecasts.
• Incorporate business drivers, seasonality, and special events into forecast models.
• Adjust forecasts based on real-time trends and stakeholder feedback.

Capacity Planning

• Calculate staffing requirements based on forecasted workload and service level targets.
• Develop FTE plans for different time horizons (daily, weekly, monthly).
• Provide recommendations for hiring, overtime, and cross-training.

Performance Analysis

• Monitor forecast accuracy and identify variances.
• Analyze KPIs such as Service Level, Occupancy, AHT, and Adherence.
• Recommend process improvements to enhance efficiency and accuracy.

Reporting

• Prepare and distribute daily, weekly, and monthly WFM reports.
• Communicate staffing plans and forecast updates to operations and leadership.
• Provide insights on trends and risks impacting workforce performance.

Collaboration

• Work closely with Operations, HR, and Finance teams to align workforce plans with business goals.
• Participate in planning meetings and provide data-driven recommendations.

Tools & Systems

• Utilize WFM software (e.g., Verint, NICE, Aspect) for forecasting and scheduling.
• Maintain data integrity and ensure accurate configuration of WFM systems.

Qualifications

• Must have workforce management experience
• Must be amenable to report onsite at VXI Clark, Pampanga
• Must be amenable to report on a night shift schedule