WFM Resource Planner

Key Responsibilities:

• Analyze front office and back office volume projections, service metrics (AHT, shrinkage, attrition, occupancy, and service level) to recommend resource optimization strategies.
  
• Ensure service level targets and client KPIs are met by accurately forecasting workload and staffing requirements.
  
• Validate client-provided forecasts for accuracy and compliance with contractual agreements.
  
• Act as a subject matter expert (SME) and liaison for specific programs, working closely with Operations to align business objectives.
  
• Forecast full-time equivalent (FTE) requirements based on volume projections and communicate staffing needs to Operations teams.
  
• Perform FTE conversion calculations across different working hours and geographies.
  
• Project and plan seating requirements per program based on current and future business needs.
  
• Collaborate with Strategy COE to support the Global Seat Planning process and maximize agent-to-seat ratios.
  
• Manage long-term forecasts, capacity utilization, and resource planning for designated programs/accounts.
  
• Maintain and update capacity planning files in line with standard operating procedures and quality standards.
  
• Contribute to the enhancement of tools, processes, and workflows to improve efficiency and reduce errors.
  

Qualifications:

• Bachelors degree in Mathematics, Statistics, Business Administration, or a related field.
  
• Fresh graduates or candidates with up to 1 year of experience in a workforce planning or analytics role.
  
• Strong analytical, problem-solving, and communication skills.
  
• Proficiency in Microsoft Excel; familiarity with workforce management tools such as Verint, NICE, or Aspect is a plus but not required.
  
• Ability to work collaboratively across departments and communicate technical concepts to non-technical stakeholders.