Workforce Planner (Forecasting & Capacity Planning)

About the role:

As a Workforce Planner (Forecasting and Capacity Planning) you will be responsible for building long- range demand forecasts for Customer Care and Customer Support functions based on Global standardized processes and tools.

Reporting to the Director of Partner Relationship & Support you will:

• Utilize historical data statistical models and business insights to accurately forecast contact center demand for various customer contacts including calls emails chats social media interactions and customer support functions (escalations LOD1 Financial Crime etc.).

• Collaborate with other departments to incorporate external factors and seasonality trends into demand forecasts.

• Develop staffing strategies and capacity plans to meet forecasted contact center demand while maintaining service level objectives.

• Analyze staffing needs based on forecasted volumes average handle time attrition rates planned/unplanned absenteeism and agent productivity metrics.

• Conduct long term workforce planning to address growth new service offerings and changes in customer behavior.

• Provide insights and recommendations to support organizational decision - making and resource allocation.

• Develop hiring plans and onboarding strategies to ensure a continuous pipeline of qualified agents to meet future staffing requirements.

• Analyze contact center performance data including service levels agent productivity and customer trends to identify areas for improvement and potential challenges.

• Utilize data - driven insights to prioritize workforce planning strategies.

What you bring to the table:

• At least 1 year experience in forecasting and capacity planning

• WFM background – understanding the foundations of supply and demand planning tracking and troubleshooting.

• Problem solver and self-starter logical thinking and analytical skills.

• Experience with Google Sheets/Excel and preferably SQL and plenty of experience working with data.

• Outstanding written and verbal communication and organization skills.