Workforce Management (WFM) Planner

Job Description

The Workforce Management (WFM) Planner is responsible for forecasting workloads, creating staffing schedules, and ensuring optimal workforce utilization across contact center operations. This role analyzes call volume trends, monitors real-time performance, and recommends staffing adjustments to meet service level objectives. The WFM Planner works closely with operations leaders to balance customer demand and employee availability. Strong analytical skills, forecasting expertise, and proficiency in workforce management tools are essential.

Key Responsibilities
Forecast call volumes and staffing requirements using historical data.
Develop daily, weekly, and monthly workforce schedules.
Monitor real-time adherence and recommend staffing adjustments.
Analyze workforce performance and prepare operational reports.
Coordinate leave planning while maintaining service level targets.
Optimize staffing utilization to improve productivity and customer experience.
Collaborate with operations managers on capacity planning strategies.
Continuously improve forecasting accuracy and workforce planning processes.