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.
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 of Microsoft Excel with demonstrated ability, to perform analysis and
modeling
Prior experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) as well as
workforce management systems
We started with my dream of becoming a
successful interviewer. After having been
in the recruitment industry, I thought of
establishing and venturing into business.
Combining it with my dream, I came up
with a Recruitment Firm.
Literally starting from scartch in 2017, we
built our team from getting start-up
clients and doing verbal proposals with
hopes of fulfilling the agreements we
promised.
Now, fully registered, we are confident to
provide professional performance in
recruitment and staffing arena. In
addition, currently supporting several
established companies with their
recruitment service needs.
We started with my dream of becoming a
successful interviewer. After having been
in the recruitment industry, I thought of
establishing and venturing into business.
Combining it with my dream, I came up
with a Recruitment Firm.
Literally starting from scratch in 2017, we
built our team from getting start-up
clients and doing verbal proposals with
hopes of fulfilling the agreements we
promised.
Now, fully registered, we are confident to
provide professional performance in
recruitment and staffing arena. In
addition, currently supporting several
established companies with their
recruitment service needs.