WFM Specialist 3

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Job Definition The Workforce Management Planner is responsible for forecasting, planning, and scheduling resources to ensure operational efficiency and service level achievement.

This role involves analyzing historical data, predicting future workload, and creating staffing plans that align with business objectives while optimizing cost and performance.

Key Responsibilities

Analyze historical volume, AHT, and shrinkage trends to create accurate short-term and long-term forecasts. Incorporate business drivers, seasonality, and special events into forecast models. Adjust forecasts based on real-time trends and stakeholder feedback. Capacity Planning Calculate staffing requirements based on forecasted workload and service level targets.

Develop FTE plans for different time horizons (daily, weekly, monthly). Provide recommendations for hiring, overtime, and cross-training. Performance Analysis Monitor forecast accuracy and identify variances. Analyze KPIs such as Service Level, Occupancy, AHT, and Adherence. Recommend process improvements to enhance efficiency and accuracy.

Reporting Prepare and distribute daily, weekly, and monthly WFM reports. Communicate staffing plans and forecast updates to operations and leadership. Provide insights on trends and risks impacting workforce performance. Collaboration Work closely with Operations, HR, and Finance teams to align workforce plans with business goals.

Participate in planning meetings and provide data-driven recommendations. Tools & Systems Utilize WFM software (e.g., Verint, NICE, Aspect) for forecasting and scheduling. Maintain data integrity and ensure accurate configuration of WFM systems. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!