Job Title: Workforce Management (WFM) Capacity Planner

Job Summary

We are seeking a data-driven and strategic Workforce Management (WFM) Capacity Planner with strong experience in contact center operations. This role is responsible for developing accurate capacity plans, staffing models, and forecasts based on historical trends, business drivers, and operational goals. The ideal candidate has hands-on experience in real-time operations, forecasting methodologies, and performance analysis, with a strong ability to translate data into actionable staffing strategies.

Key Responsibilities

• Develop long-term and short-term capacity plans based on historical trends, seasonality, and business growth projections
• Build and maintain staffing models using call volume forecasts, AHT, shrinkage, and service level targets
• Analyze forecast vs. actual performance and identify drivers of variance
• Partner with Operations, Training, and Recruitment teams to align hiring plans and training schedules with capacity needs
• Utilize forecasting techniques such as Time Series, ARIMA, and Regression models to improve forecast accuracy
• Monitor and optimize schedule efficiency, occupancy, and utilization across multiple channels (voice, chat, email)
• Provide insights on handle time, absenteeism, AUX usage, and adherence trends to improve operational efficiency
• Support scenario planning (e.g., volume spikes, attrition, business changes) and recommend staffing adjustments
• Create and present WFM reports and dashboards to stakeholders, highlighting risks, opportunities, and recommendations
• Collaborate with Real-Time Analysts (RTA) to ensure alignment between planning and intraday execution

Required Qualifications

• 3+ years of experience in Workforce Management within a BPO or contact center environment
• Strong understanding of capacity planning, forecasting, and scheduling principles
• Experience with real-time management (RTA) and intraday performance analysis
• Proficiency in Excel (advanced formulas, modeling, data analysis)
• Experience with WFM tools (e.g., NICE, Verint, Aspect, or similar platforms)
• Strong analytical and problem-solving skills with attention to detail
• Ability to interpret large datasets and convert insights into actionable plans

Preferred Qualifications

• Experience handling multi-skill or multi-channel environments
• Exposure to data visualization tools (e.g., Power BI, Tableau)
• Knowledge of automation or advanced analytics for forecasting
• Experience supporting global or multi-region operations

Key Competencies

• Data-driven decision making
• Strategic thinking and scenario planning
• Stakeholder communication and presentation
• Strong business acumen in contact center operations
• Continuous improvement mindset