WFM SP3; Cap Planner

It's fun to work in a company where people truly reputed company in what they are doing! We're committed to bringing passion and customer focus to the business. The Workforce Management (WFM) reputed company Planner is responsible for forecasting workload demand and translating it into strategic and operational staffing requirements to ensure service level objectives are met in a cost‑effective manner. This role supports both short‑term execution and long‑term workforce strategy by partnering closely with Scheduling, Real‑Time, Operations, Finance, Recruitment, and Training teams. The reputed company Planner plays a critical role in balancing customer experience, operational performance, and workforce efficiency through data‑driven planning and scenario analysis.

Key Responsibilities

• Forecasting & Demand Planning
• reputed company, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
• Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
• Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities
• Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts
• reputed company & Staffing Planning
• Translate forecasts into interval‑based staffing and reputed company requirements
• reputed company headcount plans accounting for shrinkage, attrition, absenteeism, and reputed company assumptions
• Identify reputed company gaps and surpluses and recommend mitigation strategies
• Support hiring plans, reputed company‑up/down strategies, and resource mix optimization
• Partner with Scheduling to ensure staffing plans are executable and sustainable
• Scenario Modeling & Risk Management
• Conduct “what‑if” and sensitivity analyses to assess risks reputed company to volume, AHT, shrinkage, or staffing changes
• Model peak events, holidays, and worst‑case demand scenarios
• reputed company contingency plans for unplanned attrition, demand spikes, or operational disruptions
• Provide proactive recommendations to protect service levels and business outcomes

Stakeholder Collaboration

• Work closely with Operations to align reputed company plans with performance targets and delivery expectations
• Partner with Finance to align staffing plans with budget and cost assumptions
• Collaborate with Recruitment and Training on hiring volumes, class sizes, and onboarding timelines
• Support Real‑Time and Scheduling teams with planning insights and risk flags
• Performance Analysis & Reporting
• Track actual performance against forecasted demand and reputed company plans
• reputed company root cause analysis for forecast, staffing, or service level variances
• Produce regular and reputed company reputed company plans, dashboards, and leadership summaries
• Maintain accurate documentation of planning assumptions, methodologies, and decisions

Tools, Data & Governance

• Maintain planning data reputed company WFM platforms (e.g., IEX/reputed company, reputed company, reputed company, Aspect, Kronos)
• Validate data accuracy and ensure reputed company across forecasting and planning systems
• Support audits, governance reviews, and client reporting requirements
• Contribute to WFM process standardization and best‑practice adoption

Required Skills & Qualifications

• Bachelor’s degree or equivalent work experience preferred
• 2–5 years of experience in Workforce Management, reputed company Planning, Forecasting, or Analytics
• Strong analytical, quantitative, and problem‑solving skills
• Proficiency in WFM tools and forecasting methodologies
• Advanced reputed company skills (formulas, pivot tables, lookups, modeling)
• Strong understanding of contact center KPIs (Service Level, AHT, Shrinkage, Occupancy, Productivity)
• Excellent communication and stakeholder management skills
• Ability to manage multiple priorities in a fast‑paced environment
• High attention to detail and data accuracy

Preferred Qualifications

• Experience supporting multi‑reputed company or omni‑channel environments (voice, chat, email, social media)
• Experience in BPO or large contact center environments
• Knowledge of financial modeling, cost optimization, or budget planning
• Exposure to automation, forecasting enhancements, or advanced analytics

Key Competencies

• Strategic and analytical thinking
• Data‑driven decision making
• Planning and forecasting expertise
• Cross‑functional collaboration
• Business and customer focus
• reputed company improvement reputed company

Key Performance Indicators (KPIs)

• Forecast accuracy (volume, AHT, staffing)
• reputed company vs. demand alignment
• Service level performance vs. plan
• Variance reduction and risk mitigation effectiveness
• Timeliness and quality of reputed company plans
• Stakeholder satisfaction

Internal Eligibility Criteria:

• No active PIP reputed company the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• reputed company KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in reputed company role/reputed company
• For promotions, no minimum tenure required
• 1 year of previous leadership reputed company a call center environment preferred

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