Planner, Workforce Management
New
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 5 years of experience in Workforce Management
- Required Skills
- Microsoft ExcelPowerPoint
Requirements
- Minimum 5 years of experience in Workforce Management, preferably in a multi-site or multi-client contact center environment, with exposure to planning, forecasting, or scheduling roles.
- Strong expertise in workforce planning methodologies, including capacity modeling, forecasting techniques, and service level optimization.
- Advanced proficiency in MS Excel and PowerPoint.
- Experience with WFM or capacity planning tools (e.g., Verint, IEX, Avaya, Teleopti, or Anaplan) is highly desirable.
- Strong analytical and problem-solving abilities with a high level of accuracy and attention to detail.
- Excellent communication and stakeholder management skills, with the ability to present complex data clearly to leadership teams.
- Proven ability to manage multiple priorities in fast-paced, dynamic environments with changing operational demands.
- Strong understanding of contact center operations and key performance drivers such as AHT, shrinkage, and attrition.
- Flexible and adaptable, with willingness to work in shifting schedules if required by business needs.
Responsibilities
- Develop and maintain 6-month rolling capacity and workforce plans by analyzing client forecasts, internal demand inputs, and operational assumptions to ensure accurate staffing alignment.
- Calculate FTE and hour requirements using workforce modeling techniques such as straight-line forecasting and Erlang-C, balancing service levels and efficiency targets.
- Lead capacity planning discussions with internal and external stakeholders, providing insights, recommendations, and scenario-based analysis to support decision-making.
- Monitor and analyze workforce trends including volume, AHT, attrition, shrinkage, fill rates, and certification rates to identify risks and improvement opportunities.
- Maintain and continuously update workforce planning models to reflect seasonal trends, special events, and evolving business needs.
- Conduct “what-if” scenario planning and present findings to leadership to support strategic workforce and operational decisions.
- Contribute to long-term workforce strategy development and support documentation of planning frameworks, processes, and governance standards.
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