Workforce Planner
Core
Optimizing staff resources to meet demand, managing service levels, and forecasting staffing needs for BPO operations.
Role type
Workforce Planner
Builds
Staffing forecasts, capacity plans, and action plans to address staffing gaps or overages.
Domain
Business Process Outsourcing (BPO) / Customer Experience Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Forecasting, Capacity Planning, Scheduling, Real Time Management, Statistical Analysis, Database Applications (MS Office), Trend Analysis
Preferred skills
Managing complex projects, Attention to detail, Process optimization, Verbal and written communication
Technologies
MS Office (Excel, Outlook, Powerpoint), Online capacity plan tool
Responsibilities
Coordinate with operations, clients, and client services to gather data for forecasting; Maintain accurate staff rosters with availability and skills; Publish over/under snapshots and create action plans for staffing gaps; Monitor service levels, absenteeism, and schedule adherence; Supervise fiscal activities and billing procedures accuracy.
Seniority
Mid-level, hands-on IC