Workforce Planner | HMO on Day 1

About the role

As a Workforce Planner I, you are the brain behind operational performance. In this role, you will build schedules, anticipate volume trends, balance human potential with demand forecasts, and partner directly with site leaders and executive clients to drive peak efficiency.

Key responsibilities

• Build and maintain high-accuracy staffing schedules aligned with forecasted requirements to ensure target productivity and operational harmony
• Collaborate directly with client leaders and site operations teams to design proactive staffing strategies that account for volume variables, seasonal trends, and client priorities
• Monitor call patterns and intra-day/inter-day volume trends, executing real-time tactical adjustments to protect service levels and boost productivity
• Formulate robust contingency frameworks and response plans that safeguard operations and stabilize staffing during unexpected events
• Synthesize complex performance data into clear, compelling reports and presentations for executive leadership and external clients
• Proactively track schedule adherence, attendance patterns, and associate availability—delivering long-term trend forecasting and insights to operations leaders
• Maintain strict adherence to organizational security policies, proactively championing data protection and compliance across all processes

About you

• 2–3 years of hands-on workforce forecasting, planning, and scheduling experience in a call center / BPO environment
• Advanced understanding of workforce management methodologies, intra-day forecasting models, and BPO operational dynamics
• Bachelor's degree preferred, paired with 1–2 years of focused specialization in workforce management
• Exceptional ability to analyze real-time metrics and make swift, confident, data-backed decisions under pressure
• Advanced proficiency in Microsoft Excel, Word, and specialized workforce management software suites
• Superior English communication skills (written and spoken) with the confidence to deliver impactful presentations to client executives
• High emotional intelligence, rock-solid reliability, and a collaborative mindset that elevates team performance
• Uncompromising focus on accuracy, consistency, and continuous excellence in every deliverable
• A continuous-improvement mindset focused on streamlining workflows, eliminating friction, and maximizing capacity
• Clear, empathetic communication that fosters trust, cross-cultural collaboration, and strong partnerships

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