SENIOR WFM CAPACITY PLANNER WITH ENGLISH
Descripción de la oferta de empleo
You will play a crucial role in building long-term capacity models, streamlining resource distribution, and enhancing operational performance across various regions and departments.
Don’t miss out on this and apply now! Main Responsibilities Build and maintain comprehensive long-term capacity models using historical data and business forecasts Analyze factors like seasonality and market trends to predict future demand and staffing needs Lead the creation of accurate workforce forecasts across regions and channels Use advanced analytics for staffing and demand forecasting, and continuously refine models to reflect real-time data Optimize resource allocation (FTE, part-time, contingent workers) to balance demand, costs, and service quality Create scalable plans to handle growth, turnover, and training needs, addressing staffing gaps as needed Monitor workforce performance against forecasts and provide insights to senior management Maintain metrics and KPIs to track resource use and operational efficiency Collaborate with operations, finance, HR, and recruitment to align on workforce needs and strategies Mentor junior WFM team members on best practices in capacity planning and lead improvements You will report to the Workforce Manager Core Skills/experience 5+ years of experience in WFM, capacity planning or operations planning in a multi-channel, complex operational environment Expertise in developing and managing capacity models for large-scale operations, preferably in contact centers or similar environments Solid understanding of demand forecasting, resource allocation, workforce planning principles, and working closely with stakeholders to meet SLAs while optimizing cost efficiency Experience with WFM (Verint, NICE, Genesys, etc) Strong Excel skills (pivot tables, macros, complex formulas) Experience with data analytics and reporting tools (Power BI, Tableau, Looker, SQL) to drive capacity planning insights Excellent communication skills, with the ability to present complex data and insights to senior leadership Ability to adapt to changes quickly Proactivity, problem-solving attitude, strong analytical and critical thinking
Detalles de la oferta
- Sin especificar
- Sin especificar
- 01/10/2024
- 30/12/2024
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