WFM Capacity Planning Specialist 4y10Years Exp

Hiring: WFM Capacity Planning Specialist | 4 -10 Years Exp. | [Location] | Competitive Salary

About the Role:

Workforce Management (WFM) Capacity Planning Specialist

Key Responsibilities:

• Develop and maintain

  capacity planning models and files

  to support workforce optimization.
• Analyze historical call volume trends, attrition, and productivity to project staffing requirements.
• Create

  headcount and hiring plans

  aligned with forecasted workload.
• Collaborate with finance, HR, and operations to align capacity planning with budget and business objectives.
• Provide capacity-related insights to leadership for decision-making.
• Ensure all models/files are accurate, scalable, and updated regularly.

Requirements:

• 410 years of experience in

  WFM Capacity Planning

  .
• Strong skills in

  Excel, SQL, and data modeling

  (capacity file creation a must).
• Knowledge of

  WFM tools

  (Verint, NICE, Genesys, Aspect, etc.).
• Solid understanding of

  forecasting, scheduling, and workforce analytics

  .
• Strong communication and stakeholder management skills.

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