WFM Planner
Core
Orchestrating workforce programs to optimize employee productivity, forecast staffing needs, and manage fiscal activities for BPO clients.
Role type
Workforce Planner (BPO Operations)
Builds
Staffing forecasts, capacity plans, and operational rosters for BPO programs.
Domain
Business Process Outsourcing (BPO) / Workforce Management
Required skills
Forecasting, Capacity Planning, Scheduling, Real Time Management, Statistical analysis, Database applications (MS Office), Trend analysis
Preferred skills
Managing complex projects, Problem-solving, Technology adoption
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, preferences, and skills; Publish over/under snapshots and create action plans to address staffing gaps or minimize overages; Input data into online capacity plan tools to ensure seating plans meet operational needs; Monitor billing procedure accuracy and identify strategies to improve campaign processes.
Seniority
Mid-level, hands-on IC