Workforce Planning Manager
Workforce Planning Manager
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1 Vacancy
Job Description
This is a critical role for Mews as we continue to scale our global Customer Experience (CX) function. As Workforce Planning Manager you will lead the strategy and execution of workforce forecasting scheduling and real-time management across all customer support channels. Youll play a vital role in ensuring the right people are in the right place at the right time so we can deliver fast efficient and delightful service at scale.
Your mission should you choose to accept it:
Design and manage analyst shift schedules and time-off planning to ensure 24/7 coverage while balancing employee well-being
Build and maintain short- and long-term forecasts for contact volume and staffing needs across phone chat and email
Monitor real-time service levels and adjust workforce allocation to manage volume spikes system issues or absences
Collaborate with CX leadership Talent Acquisition and Finance to align headcount plans with business goals and budget
Drive continuous improvement of scheduling forecasting and capacity planning processes through data and insights
Report on key workforce KPIs and deliver actionable recommendations for improving service levels productivity and operational efficiency
Youll be a great fit if you bring a few of the below with you:
3 years of experience in workforce management within a global CX or contact center environment
Expertise in WFM platforms such as Verint NICE Genesys or similar (bonus points for experience with vendor selection and implementation)
Strong analytical skills and a deep understanding of forecasting models capacity planning and service level metrics
Hands-on experience managing omnichannel teams (voice chat email)
Advanced Excel skills and familiarity with tools like Power BI and Salesforce
Excellent communication and collaboration skills to align cross-functional stakeholders and influence at all levels
Required Experience:
Manager
Employment Type
Full Time
