Workforce Planner

About the role

As a Workforce Planner, you will be responsible for cultivating the production workforce to achieve key performance indicators (KPIs) for our clients. The role involves real-time monitoring, analysis, and resource allocation to ensure efficient call handling and optimize staff utilization.

Key responsibilities

• Effectively forecast and plan the production workforce
• Utilize WFM tools and Staff Plans to manage short-term forecasting and staffing criteria
• Oversee metric achievements, particularly those influencing financial performance
• Provide proactive analysis and recommendations of Business (LOB) trends
• Analyze data to establish consistent reporting processes, procedures, and KPIs
• Maintain accurate metrics and information needed for Forecast & Schedule runs in software systems
• Prepare and deliver both general and ad hoc reports for internal and external stakeholders
• Work closely with Leadership to ensure the implementation of staffing recommendations
• Coordinate and assist cross-functional work teams to deliver timely and high-quality solutions
• Collaborate with Operations, Training, and Recruiting to develop new hire schedules

About you

• At least 1-3 years of experience in workforce scheduling; Planning and forecasting is an advancement
• Proficiency with Workforce analytical tools
• Strong analytical reasoning, structured process thinking, and the ability to multi-task and work independently
• Excellent written and verbal communication skills and ability to effectively convey thoughts to Senior Leadership and the Executive Team
• Ability to work in a high-pressure, fast-paced environment
• Undergraduate degree or equivalent experience