WFM Planner
Core
Lead staff optimization by ensuring adequate resources to meet demand and resolve concerns on schedule adherence, service levels, and efficiency metrics.
Role type
Workforce Planner (BPO Operations)
Builds
Staffing forecasts, seating plans, and action plans for voice and non-voice campaigns.
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Forecasting, Capacity Planning, Scheduling, Real Time Management, Statistical analysis, Database applications (MS Office), IEX
Preferred skills
Managing complex projects, Process optimization, Problem-solving, Verbal and written communication
Technologies
IEX, MS Office (Excel, Outlook, Powerpoint)
Responsibilities
Coordinate with operations, clients, and client services to gather data for forecasting; Maintain staff rosters with accurate details including availability and skills; Publish over/under snapshots and create action plans to address staffing gaps; Input data into online capacity plan tools to ensure accurate seating plans.
Seniority
Mid-level, hands-on IC
