Summary
DescriptionSummary of This Role
This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.
What Part Will You Play
Forecasting
- Develop and deliver accurate annual, monthly and weekly forecasts for contact volume and average handle time (AHT) across all channels (inbound calls, outbound calls, chat and offline work / back office tasks).
- Analyze historical data, business drivers, marketing plans, and seasonal trends to create robust and reliable models.
- Identify and analyze trends, anomalies, and variances in forecast versus actual results, and adjust future forecasts accordingly.
- Present forecast performance and insights to management and stakeholders on a regular basis.
Capacity Planning
- Conduct long-term (annual) and mid-term (quarterly) capacity planning to determine the required headcount needed to meet service level agreements (SLAs) and productivity targets.
- Model various what-if scenarios related to attrition, hiring ramp-up, efficiency improvements, and new business initiatives to assess their impact on staffing needs.
- Partner with Finance and Human Resources to translate capacity plans into recruiting and training requirements.
- Maintain and update the capacity plan model to reflect changes in business strategy, technology, and operational processes.
Collaboration and Analysis
- Work closely with the Scheduling team to translate long-term capacity plans into short-term staffing needs and to ensure alignment between staffing plans and actual schedules.
- Collaborate with the Technology, Data, and Business Analytics team to refine data sources, improve forecasting models, and gain deeper insights into customer behavior and operational performance.
- Provide data-driven recommendations to management regarding staffing strategies, process improvements, and technological investments.
- Participate in business planning meetings to ensure workforce needs are accurately captured for new campaigns or projects.
What Are We Looking For in This Role
Minimum Qualifications
- 3+ years of experience in Workforce Management, specifically in forecasting and capacity planning within a high-volume contact center or shared services environment.
- Proven expertise in developing and managing forecasts for multi-channel environments (voice, chat, email, back office).
- Advanced proficiency with WFM software platforms (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).
- Exceptional analytical skills with a deep understanding of statistical modeling and forecasting methodologies.
- Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).
- Strong verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
- Open to work in the morning, mid and graveyard shifting schedules.
Preferred Qualifications
- Bachelor's degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.
What Are Our Desired Skills and Capabilities
- Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.
- Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.
- Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.
- Technical - Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software
