WFM Planner

Overview

The Workforce Planner is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc.)

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level.
• Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
• Review with Operations the full 13-month forecast at least once a month.  During ramp or when targets are not being met a weekly or biweekly meeting is required

Qualifications

• At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment (supported back office accounts experience is a plus)
• At least 1 year Intraday management experience
• Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS, (Verint Impact 360 is a plus)
• Ability to work a flexible schedule (graveyard/shifting schedule)