Workforce Planner
Core
Manage workforce forecasting, scheduling, and real-time performance across multiple service channels to ensure timely, high-quality customer service.
Role type
Workforce Planner
Builds
Workforce forecasts, rosters, and capacity plans for voice, chat, messaging, email, and case management channels.
Domain
Fintech / Contact Centre Operations
Required skills
workforce forecasting, scheduling, capacity planning, workforce management systems, data analysis, reporting, contact centre operations knowledge, service level management, performance metrics analysis, stakeholder collaboration
Preferred skills
experience with workforce planning technology, process improvement, operational decision making
Technologies
workforce management systems, forecasting models, reporting tools
Responsibilities
Manage workforce forecasts and rosters across multiple service channels, use data to identify risks and recommend improvements, support informed workforce decisions, take responsibility for workforce planning technology functionality and reporting accuracy
Seniority
Mid-level, hands-on IC
