The Workforce Planner and Scheduler will have the capabilities for analyzing and validating forecasted volume and creating staffing/scheduling plans incorporating productivity and service level goals. Through trend analysis, as well as client and operations management forecasts, the analyst will generate actual employee schedules and staffing plans equivalent to the forecasted work volume on a timely manner. Review of plans, forecast and schedule accuracy measurements will be in place for continuous improvement.
The Workforce Planner and Scheduler will be responsible in ensuring account service level performance and KPIs are met through accurate Forecasting, Capacity Planning, and Scheduling processes
- Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages and staffing requirements that meet the defined service level agreement.
- Provide timely hiring plans that reflect workload requirements based on provided forecasts.
- Proactively provides recommendations, key insights, and solutions to resolve any staffing and volume concerns.
- Analyze historical volume, arrival and staffing patterns and provide monthly and other long-range forecasts.
- Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget parameters.
- Maintain and manage schedules through NICE IEX (including time off request approvals)
- Communicate schedules, schedule changes and schedule adherence regularly or as needed.
- Analyze schedule effectiveness and accuracy, and make the right recommendations for production changes.
- Evaluate actual trends based on metrics to generate a staffing analysis.
- Participate in internal meetings, client calls and any scheduling and forecasting reviews
- At least 3-5 years’ of Workforce Management experience focusing on Forecasting, Capacity Planning and Scheduling in a Contact Center/BPO operations in lieu of a degree.
- Experienced working with scheduling, forecasting and workforce management software.
- Knowledge of staff planning, workload distribution and forecasting trend analysis.
- Advance experience with Excel and/or Google Sheet.
- Excellent Technical Expertise and Problem-Solving Skill.
- Strong verbal, written and visual communications skills.
- Flexibility with work schedule
- Ability to work autonomously.
- Detail oriented
- Time Management Skill
- Hybrid work setup (role only needs to go onsite depending on business needs)
- Non-taxable Allowances
- HMO and Worker's Insurance
- Paid Time Offs
- Annual Wellness Subsidy
