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
Deliverable
production ML models
Required skills
Workforce forecasting, rostering, capacity planning, workforce management systems, data analysis, reporting, stakeholder management, operational risk identification, process improvement, system functionality optimization
Preferred skills
Experience with contact centre operations, service levels, performance metrics, workforce planning technology
Technologies
Workforce management systems, workforce planning technology
Responsibilities
Manage workforce forecasts, rosters, and capacity planning; use data and operational insights to identify risks and recommend improvements; support informed workforce decisions; take responsibility for workforce planning technology to improve system functionality and reporting accuracy.
Seniority
Mid-level, hands-on IC
