Workforce Planner
Core
Optimizing contact centre resources, managing real-time performance, and delivering actionable insights to ensure the right staffing levels for member service.
Role type
Workforce Planner (Contact Centre)
Builds
Efficient rosters, schedules, and workforce reports for a contact centre serving 2 million members.
Domain
Healthcare insurance / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Workforce planning and scheduling, real-time performance monitoring, forecasting and variance analysis, shrinkage and resource utilization management, advanced Excel, workforce management platforms (e.g., Genesys), service level management, stakeholder management.
Preferred skills
Continuous improvement mindset, operational excellence, analytical and reporting skills.
Responsibilities
Monitor and manage real-time contact centre performance; develop and maintain efficient rosters and schedules; analyse performance trends and forecast variances; manage unplanned leave and intraday staffing adjustments; produce accurate workforce reports; implement continuous improvement initiatives.
Seniority
Individual Contributor