Workforce Forecaster And Planner (Remote)

Role Description:

We are seeking an experienced Workforce Planner to join our team remotely. This role is responsible for ensuring operational efficiency and productivity through capacity planning, forecasting, communication, and workforce analytics within our contact center.

Key Responsibilities:

• Forecasting: Use historical data, trends, and business needs to forecast call volumes and staffing requirements.
• Planning: accurately predicting future demands, can allocate the right number of agents, schedule shifts appropriately, and maintain a high level of customer service.
• Data Analysis: Analyze call center data to identify opportunities for improving operational efficiency and performance.
• Collaboration: Work closely with call center managers and supervisors to identify and address staffing gaps and operational challenges.
• Communication: Develop and maintain effective communication channels with agents, ensuring they are informed about schedules and updates.
• System Management: Maintain and update workforce management systems to ensure the accuracy of data and reports.
• Continuous Improvement: Regularly evaluate forecasting models and scheduling processes to implement continuous improvements.
• Industry Awareness: Stay informed about best practices in workforce management and call center operations.
• Mentorship: Assist in the training and development of new workforce planners to build a high-performing team.

Qualifications:

• Education: Bachelor’s Degree or equivalent experience.
• Experience: Minimum 1 year in workforce planning or a related field.
• Technical Skills: Proficiency in using workforce management software and tools (e.g., Avaya, Genesys, Verint) to forecast call volumes and create schedules.
• Language Skills: Excellent written and verbal communication skills in English.

Key Abilities:

Strong attention to detail and accuracy to analyze call trends and take appropriate actions.

Strong reasoning and problem-solving skills.

Experience in staffing, queues, and performance metrics.

Ability to manage multiple priorities in a fast-paced environment.

Strong leadership skills with a tactical approach and strategic vision.

Flexibility: Available to work any shift and day, based on business needs.

Call Center Experience: Knowledge of call center dynamics, verbiage, and methodologies is required.

Ability to drive change and communicate effectively with internal and external stakeholders.