WFM Planner

The Senior Workforce Planner / Scheduler is responsible for developing and maintaining forecasts, hiring plans, staffing requirements, schedules, rosters, and related workforce-planning deliverables for a complex contact-center environment. The role translates historical performance, business drivers, operational assumptions, and client inputs into staffing and scheduling recommendations that support service levels, productivity, customer experience, and cost objectives.

This role requires hands-on experience with Genesys Workforce Management, strong knowledge of contact-center metrics, advanced Excel and reporting capability, and the ability to communicate clearly with clients, Operations, WFM leadership, and partner teams. The Senior Planner / Scheduler is expected to identify risks early, solve problems before they affect performance, and continuously improve forecasting, planning, scheduling, and reporting practices.