Workforce Management (WFM) - Capacity Planner
Core
Forecast contact center demand and operational capacity to balance customer SLA targets with business objectives.
Role type
Specialist Workforce Management Capacity Planner
Builds
Contact center staffing schedules and resource allocation plans
Domain
Travel industry / Contact center operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Medium and short-term forecasting, Shrinkage planning, Levers planning (supply/demand), Stakeholder engagement, Data analysis, Process improvement
Preferred skills
Experience in capacity planning within/outside contact center environment
Technologies
MS Excel
Responsibilities
Create medium term forecast (4-12 weeks) based on latest HC model FC, Calculate daily and hourly HC requirement per channel, Create short-term forecast (0-4 weeks) to identify staffing shortfalls, Manage planned shrinkage (external and internal), Plan overflow of supply and demand suppression levers, Present forecast reviews and recommendations in bi-weekly meetings
Seniority
Individual Contributor, Specialist
