WFM Capacity Planner
WFM Capacity Planner
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Job Description
Job Title: WFM Capacity Planner
Division / Department: OPERATIONS
Location: PHIL
Exempt or NonExempt: Exempt
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 of realtime 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
Bachelors Degree or related work experience
3 years of experience performing RPM functions (capacity planning forecasting scheduling realtime management) in a multisite 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
Employment Type
Full Time
