Workforce Management (WFM) Planner
Core
Analyze historical and forecasted data to design effective scheduling solutions, monitor performance, and recommend staffing needs to maintain high-quality KPIs within budgetary limits.
Role type
Workforce Management (WFM) Planner
Builds
Short- and long-term resource plans, daily schedules, and operational performance reports
Domain
Health insurance / Customer service operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Resource planning, MI analysis, workforce management, data forecasting, stakeholder collaboration, trend analysis, variance analysis
Preferred skills
Workforce Management systems (TotalView, NICE IEX), Telephony Platforms (Genesys), Email Management Platforms (eGain), Messaging and Live Chat Platforms (LivePerson)
Technologies
MS Excel, TotalView, NICE IEX, Genesys, eGain, LivePerson
Responsibilities
Create and publish short- and long-term resource plans; Develop and deliver scheduling strategies; Monitor ongoing operational performance and adjust intra-day schedules; Track and report on key metrics including call volumes and service level adherence; Perform trend analysis to guide strategic decisions; Compare forecasted vs. actual data daily to identify discrepancies.
Seniority
Mid-level, hands-on IC