Assistant Manager - WFM Planner
Core
Resource planning and capacity management to ensure sufficient agents are scheduled to meet forecasted call volumes and service level agreements.
Role type
Assistant Manager, Workforce Management (WFM) Planner
Builds
Optimized staffing schedules, capacity plans, and performance reports for contact center operations
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Forecasting, scheduling, data analysis, risk management, stakeholder management, report writing, shrinkage management, team leadership
Preferred skills
Economics/statistics/business degree, Aspect systems experience, client relationship management, advanced Excel/database software
Technologies
Aspect systems, Automatic Call Distribution (ACD), Microsoft Office (Excel, Access), Forecasting/Scheduling software
Responsibilities
Develop short and long-term forecast/capacity plans; analyze contact center performance reports; devise and deliver projects benefiting campaigns; create yearly risk calendars; provide optimal forecasting and scheduling; identify operational opportunities from historical call trends; manage planned shrinkages; monitor agent productive hours; manage real-time analysts; report on plan variances.
Seniority
Mid-level Manager, hands-on operational execution
