Workforce Planning and Intelligence Specialist
Core
Shape workforce forecasting, capacity planning, and operational intelligence to turn data into insights for business decisions.
Role type
Workforce Planning and Intelligence Specialist
Builds
Workforce demand forecasts, capacity models, dashboards, and reporting connecting demand, productivity, and service outcomes.
Domain
HR Operations / Workforce Analytics
Deliverable
dashboards & analysis
Required skills
Demand forecasting, workforce modelling, capacity planning, scenario development, data interpretation, Power BI, stakeholder engagement, AI/automation impact quantification
Preferred skills
Contact centre experience, knowledge of digital service models, agile mindset
Technologies
Power BI
Responsibilities
Develop workforce demand forecasts across phone, chat, case, and digital channels; Translate forecast demand into workforce, headcount, capacity, and skill requirements; Create workforce scenarios and capacity models to identify risks; Build dashboards and reporting; Identify opportunities to improve workforce efficiency; Support strategic workforce and capability planning; Quantify workforce impacts from AI and automation; Strengthen workforce governance and service-readiness processes.
