Top 248049 Workforce Jobs

Workforce Management Capacity Planner - PH
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Quick Apply
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Workforce Developer (WD) – Journeyman
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Director of Workforce & Open Enrollment Training Programs
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- Online Application
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Workforce Developer (WD) – Junior
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Director, Workforce Intelligence Architect
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Workforce Management Capacity Planner - PH

Compass Experience Labs -
Remote

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Job Details

Qualifications

Mid-level
3 years
Analysis skills
Time management

Full Job Description

Job Title: Workforce Management (WFM) Capacity Planner

Job Summary

We are seeking a data-driven and strategic Workforce Management (WFM) Capacity Planner with strong experience in contact center operations. This role is responsible for developing accurate capacity plans, staffing models, and forecasts based on historical trends, business drivers, and operational goals. The ideal candidate has hands-on experience in real-time operations, forecasting methodologies, and performance analysis, with a strong ability to translate data into actionable staffing strategies.

Key Responsibilities

Develop long-term and short-term capacity plans based on historical trends, seasonality, and business growth projections
Build and maintain staffing models using call volume forecasts, AHT, shrinkage, and service level targets
Analyze forecast vs. actual performance and identify drivers of variance
Partner with Operations, Training, and Recruitment teams to align hiring plans and training schedules with capacity needs
Utilize forecasting techniques such as Time Series, ARIMA, and Regression models to improve forecast accuracy
Monitor and optimize schedule efficiency, occupancy, and utilization across multiple channels (voice, chat, email)
Provide insights on handle time, absenteeism, AUX usage, and adherence trends to improve operational efficiency
Support scenario planning (e.g., volume spikes, attrition, business changes) and recommend staffing adjustments
Create and present WFM reports and dashboards to stakeholders, highlighting risks, opportunities, and recommendations
Collaborate with Real-Time Analysts (RTA) to ensure alignment between planning and intraday execution

Required Qualifications

3+ years of experience in Workforce Management within a BPO or contact center environment
Strong understanding of capacity planning, forecasting, and scheduling principles
Experience with real-time management (RTA) and intraday performance analysis
Proficiency in Excel (advanced formulas, modeling, data analysis)
Experience with WFM tools (e.g., NICE, Verint, Aspect, or similar platforms)
Strong analytical and problem-solving skills with attention to detail
Ability to interpret large datasets and convert insights into actionable plans

Preferred Qualifications

Experience handling multi-skill or multi-channel environments
Exposure to data visualization tools (e.g., Power BI, Tableau)
Knowledge of automation or advanced analytics for forecasting
Experience supporting global or multi-region operations

Key Competencies

Data-driven decision making
Strategic thinking and scenario planning
Stakeholder communication and presentation
Strong business acumen in contact center operations
Continuous improvement mindset

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