Workforce Planner

Job Description

As a Workforce Planner, you will manage the scheduling of our reservation teams and forecast call volumes to ensure we have the right staff to handle customer inquiries efficiently. You'll use data and analytics to optimize staffing, improve productivity, and help keep our service levels high.

Key Responsibilities and Accountabilities:

• Prepare annual and quarterly call forecasts, analyzing call types and patterns to drive sales-related activity based on Salesforce categorization
• Identify and implement process efficiencies while maintaining established service levels
• Leverage workforce planning and telephony technology to optimize operational performance.
• Forecast call volumes and staffing requirements to ensure adequate coverage
• Collaborate with the Senior Manager and T&C Director to align staffing levels with business needs
• Analyze call volumes and trends using BI tools (e.g., Tableau) to provide data-driven insights
• Transform raw data into meaningful statistical insights
• Manage the implementation and administration of Workforce Management software (WIP)
• Identify areas for improvement and propose innovative solutions to optimize processes (e.g., automation, operational efficiency, productivity)
• Maintain and adjust the historical call volume database based on evolving business needs and hotel portfolio changes
• Develop and optimize consultant schedules, ensuring alignment with business demand.
• Promote schedule flexibility for consultants while balancing operational needs
• Oversee vacation and statutory holiday planning, working closely with Team Leaders
• Monitor and adjust operational reporting in Tableau and BI tools based on Senior Manager directives
• Compile and share monthly performance reports on all GRC BCN activities

Qualifications

• Strong understanding of call center operations
• Minimum 1 year of experience in a workforce role
• Experience with Workforce Management (WFM) software (e.g., CCMATH or similar)
• Involved in forecasting and budgeting for staffing and resource allocation
• Expertise in telephony systems, specifically Amazon Connect
• Proficiency in BI tools (e.g., Tableau, Power BI) for data visualization and reporting
• Proficient in Microsoft Excel for data analysis and reporting
• Strong numerical skills with attention to detail
• Analytical thinker who can interpret complex data sets
• Experience in process improvement and operational efficiency strategies
• Strong problem-solving skills and ability to troubleshoot workforce planning challenges
• Able to quickly learn and adapt to new tools, technologies, and processes
• Strong communication and stakeholder management skills to collaborate with leadership and cross-functional teams
• Excellent organizational skills to manage multiple priorities effectively