WFM Forecast Planner
Core
Own end-to-end forecasting strategy across customer contact channels to deliver accurate volume and AHT forecasts, enabling proactive workforce decisions and optimizing resource utilization.
Role type
Senior Workforce Management Forecast Planner
Builds
Actionable headcount strategies and scalable workforce plans for global commerce operations
Domain
Payments technology / Contact Center Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce management expertise, forecasting and capacity planning, statistical modeling, multi-channel workforce data analysis, scenario modeling, workforce analytics, process improvement, cross-functional partnership
Preferred skills
Degree in Business, Finance, Mathematics, Economics, or related quantitative field
Technologies
WFM platforms, Advanced Excel
Responsibilities
Translate business growth and operational changes into headcount strategies; Partner with Operations, Finance, HR, Scheduling, and Analytics teams; Identify trends and variances to enhance data accuracy and planning methodologies; Support informed strategic decision-making through data-driven insights
Seniority
Senior, hands-on IC
