About the Role
We are seeking a detail-oriented and analytical Workforce Capacity Planner/Workforce Planning Manager to support workforce planning and operational performance across the organization. This role is responsible for forecasting demand, developing capacity plans, monitoring staffing needs, and providing data-driven insights that ensure service levels and business objectives are consistently achieved. The ideal candidate will partner closely with operations, recruitment, training, and vendor teams to optimize workforce utilization, improve forecast accuracy, and drive efficient resource planning in a fast-paced environment.
Key Responsibilities
Forecasting & Capacity Planning
- Develop daily, weekly, monthly, and annual workforce forecasts using historical data, volume trends, and business drivers.
- Build and maintain capacity plans that align staffing requirements with operational targets and service level expectations.
- Conduct scenario and what-if analyses to assess the impact of business changes, campaigns, and peak demand periods.
- Continuously monitor and improve forecast accuracy and workforce planning effectiveness.
Workforce Management & Optimization
- Collaborate with vendors and operations teams to create efficient schedules that optimize agent availability, occupancy, and shrinkage management.
- Monitor real-time operational performance and recommend intraday staffing adjustments to maintain service levels.
- Identify workforce risks and implement resource optimization strategies to improve productivity and efficiency.
- Ensure workforce management systems and planning tools are maintained accurately and aligned with operational requirements.
Reporting & Performance Management
- Generate daily, weekly, and monthly workforce reports, including overstaffing and understaffing analyses, variance reporting, and workforce insights.
- Provide actionable recommendations to address forecast variances, staffing gaps, and operational challenges.
- Deliver timely workforce and performance reports to leadership, highlighting trends, risks, and opportunities for improvement.
- Track and report key workforce metrics such as forecast accuracy, schedule adherence, occupancy, and utilization.
Cross-Functional Collaboration
- Partner with recruitment and training teams to ensure workforce pipelines and onboarding plans align with forecasted staffing requirements.
- Work closely with operations leaders to ensure staffing strategies support business objectives and customer experience goals.
- Drive continuous improvement initiatives that enhance workforce planning processes and operational performance.
Qualifications
Required
- Bachelor's degree or completion of a four-year course.
- Minimum 2-3 years of experience in workforce management, capacity planning, or operations planning, preferably within a contact center or BPO environment.
- Strong knowledge of forecasting, capacity modeling, scheduling, and real-time workforce management.
- Proficiency in workforce management tools and advanced Microsoft Excel skills.
- Solid understanding of contact center metrics, including AHT, Service Level, FCR, shrinkage, and occupancy.
- Experience creating and analyzing workforce variance reports, including overstaffing and understaffing analyses.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
Nice to Have
- Experience working within Customer Support, Customer Success, BPO, or shared services environments.
- Exposure to workforce optimization, resource planning, and operational performance improvement initiatives.
- Experience with workforce management platforms, forecasting tools, and business intelligence reporting solutions.
- Proven ability to manage multiple priorities in a fast-paced, data-driven environment.
Company information will be shared with shortlisted candidates during the recruitment process.
