Workforce Planner
Core
Provide workforce planning, scheduling, real-time management, reporting, and performance insight support to the Member Experience function to align resources with service standards and business objectives.
Role type
Workforce Planner (Contact Centre)
Builds
Optimized Contact Centre and Administration performance, appropriate service levels, and future business demand capacity.
Domain
Health Insurance / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce forecasting, capacity planning, scheduling, real-time management (RTM), Genesys Cloud WFM functionality, multi-channel workforce planning, short/medium/long-term forecasting models, operational reporting, performance analysis
Preferred skills
Data-driven decision-making, continuous improvement initiatives, stakeholder partnership
Technologies
Genesys Cloud
Responsibilities
Provide workforce planning, scheduling, real-time management, reporting and performance insight support; Drive workforce management methodologies and operational planning; Partner with operational leaders to develop and implement workforce and resource plans; Lead reporting, performance insights and forward workforce planning activities; Identify opportunities to improve service delivery and workforce effectiveness
Seniority
Mid-Senior, hands-on IC
