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Workforce Management Planner
1 week ago
As a WFM Planner, you will join a dynamic Workforce Management team, collaborating with 5-6 other WFM planners to own and deliver capacity plans for your region. You will work closely with a dedicated WFM Analyst and be supported by a Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency. Together, you will develop robust frameworks, analyze scenarios, and deliver actionable insights to help the organization meet its service-level agreements and cost targets.
This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex, multi-country capacity planning efforts effectively.
Your Mission:
- Create and manage long term forecasting, capacity plans and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
- Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
- Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
- Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
- Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
- Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
- Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
- Build basic data automations to increase the efficiency of Workforce Management processes.
