Workforce Planner
Core
Coordinate with operations and clients to forecast program requirements, maintain staff rosters, and create action plans to address staffing gaps or overages.
Role type
Workforce Planner (BPO)
Builds
Staffing rosters and capacity plans for outsourced digital services teams
Domain
Business Process Outsourcing (BPO) / Customer Experience
Required skills
Workforce Planning, Forecasting, Capacity Planning, Scheduling, Real Time Management, Statistical Analysis, Google Applications, WFM Tools (IEX)
Preferred skills
Trend analysis, Decision making, Problem solving, Computer and software proficiency
Responsibilities
Gather data for forecasting and calculation of program requirements, Maintain accurate staff rosters with availability and skills, Publish over/under snapshots and create action plans, Input data into online capacity plan tools to ensure accurate seating plans
