Workforce Planner

Job Objective

Responsible for forecasting workload demand, optimizing staffing levels, and ensuring operational efficiency. This role involves analyzing historical data, predicting future volume trends, creating work schedules, and managing real-time adjustments to improve service levels and minimize costs.

Key Responsibilities

Forecasting & Workforce Planning

• Analyze historical trends and business data to accurately forecast multi-channel volume (calls, chats, emails).
• Develop and maintain short- and long-term workload forecasts by site, team, and line of business.
• Apply statistical and predictive modeling techniques using WFM tools and Excel.
• Collaborate with cross-functional teams (Operations, HR, Finance) to ensure workforce strategies align with business goals.

Scheduling & Capacity Management

• Design staffing models and hiring plans that match forecasted demand and operational targets.
• Create and maintain efficient schedules that ensure SLA and KPI compliance.
• Manage shift allocations, leave planning, and ensure optimal agent coverage across all intervals.
• Monitor real-time occupancy, shrinkage, and attrition to adjust planning and scheduling strategies as needed.

Reporting & Strategic Analysis

• Produce regular and ad hoc reports on forecast accuracy, shrinkage, absenteeism, agent productivity, and performance trends.
• Identify patterns and operational gaps through data analysis, and recommend process improvements.
• Provide leadership with actionable insights to support decision-making and resource planning.
• Continuously improve forecasting and scheduling methodologies based on business evolution.

Required Qualifications

• Bachelor’s degree in Business, Industrial Engineering, Statistics, Economics, or a related field.
• 2+ years of experience in workforce planning, capacity management, or operations analysis (preferably in a BPO or contact center environment).
• Strong proficiency in Excel and workforce management tools (e.g., NICE IEX, Verint, Genesys, or similar).
• Solid analytical and problem-solving skills, with attention to detail.
• Experience with data visualization and reporting tools (Power BI, Tableau, etc.) is a plus.
• Excellent communication skills and ability to collaborate across departments.