Resource Planner

Position Summary:

A Forecasting and Capacity Planning Analyst produces long & short-term resource plans for frontline agent and seat resources. The analyst acts as the primary client-facing representative of WFM and serves to unify planning for programs supported in multiple locations. They quantify productive resource requirements from the bidding stage to the end of life on an account, simulate resource maximization, manage transitions across sites/geographies, and recommend improvements to optimize resources.

Responsibilities:

• Analyze front office and back office volume projections; compare service metric targets versus performance trends (AHT, shrinkage, attrition, occupancy, service level) and recommend resource optimization.
• Ensure service level and client/program targets are met through accurate forecasting.
• Validate client forecasts for compliance with trends and contractual agreements.
• Act as SME and WFM liaison for programs; coordinate with Operations to align on business/operational goals.
• Forecast FTE requirements to meet targets based on call/back office volume and communicate with Operations.
• Handle FTE conversion for varied weekly working hours across sites/geographies.
• Project seating requirements per program considering current manpower and business needs.
• Collaborate with Strategy COE to support Global Seat Planning to maximize agent-to-seat ratios.
• Manage long-term forecasts, capacity utilization, costs, and all planning functions for designated programs/accounts.
• Provide program oversight as WFM SME, taking action to achieve KPI goals and maximize efficiency.
• Maintain capacity planning files/documents per SOPs and quality standards.
• Contribute to the improvement of tools, processes, and workflows to enhance accuracy and efficiency.