Workforce Management (WFM) - Capacity Planner

The Capacity Planner operates as a specialist within the Global Service Vertical team, focusing on forecasting and operational capacity performance analysis. The role involves forecasting contact center demand, executing resource interventions, and recommending strategies to meet Service Level Agreement (SLA) targets and business objectives. The planner supports Associate Capacity Planners and collaborates with stakeholders to drive continuous improvement. Key activities include medium and short-term forecasting, shrinkage planning, and managing supply and demand levers to ensure efficient operations.

Create medium term forecast (4-12 weeks) based on latest HC model FC

Calculate daily and hourly HC requirement (per channel) for roster planning

Create short-term forecast (0-4 weeks) to identify possible staffing shortfalls

Manage planned shrinkage (external and internal) based on team capacity

Plan overflow of supply and demand suppression levers

Collaborate with key stakeholders regarding forecasting and data analysis

Present in bi-weekly meetings reviewing past performance and future expectations

Support new team members and interns

Prepare related WFM reports

High-level written and verbal communication skills

Intermediate or above computer literacy, particularly MS Excel

High-level problem solving and analytical reasoning skills

Working knowledge of WFM functions and terminologies

Experience in contact center workforce planning or supply and demand forecasting

Review Hiring Process Guidelines before interview