General Description
As the WFM Capacity Planner, you will be directly responsible for defining, building and managing our
global workforce forecasting, planning, and staffing requirements across our internal and outsourced
contact center network tied to key performance indicators. You will also drive the daily, weekly, and
monthly analysis to drive continuous improvement in workforce performance. Your work will directly
impact the support experience of our customers, shoppers, and retail partners, in addition to impacting
our operating costs and profitability.

Responsibilities
? Drive standardization in forecasting models across the organization and build analytical tools that
are scalable and flexible.
? Continually seek education of applying contact center concepts in staff modeling such as Erlang
or Queue based equations, regression, simulation etc.
? Build and grow WFM capabilities to support client forecasts spread across a broad global
footprint across multiple businesses within Global Operations.
? Responsible for forecasting AHT, work volume and arrival patterns for a variety of ops teams
based on analysis of historical trends and external factors, scheduling appropriate staffing levels
that are needed on a daily/hourly basis to achieve service level goals and partnering closely with
ops teams to implement and Intraday management of Service Level performance, including
execution of real-time strategies to optimize operations outcomes.
? Work with ops leadership across multiple teams and sites to optimize and mature the operating
model, manage key business levers and adapt to dynamic product changes.
? Analyze historical occupancy, schedule adherence, volume, and AHT trends, at an individual,
team and site level, providing business recommendations and inputs to enhance and improve the
Workforce forecast cycle.
? Direct client interaction supporting multiple entries in varied systems.

Work Requirements
? Bachelor's Degree or related work experience
? 3 years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-
time management) in a multi-site contact center environment preferred.

Skills Required
? Excellent oral and written communication skills as well as analytical and presentation skills
? Strong problem solving and organizational skills and attention to detail
? Minimum of 2 years of experience in workforce management preferably with a global business
process outsourcer
? Proficient knowledge in Microsoft Excel with demonstrated ability, perform analysis and
modeling
? Prior experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) as well as
workforce management systems