WFM Strategic Capacity Planner

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeAnalyst Full time $60,000 - $80,000
Job Title

We are seeking a skilled WFM Resource Planning Analyst to join our team. As a key member of the Results organization, you will be responsible for providing vision and leadership in workforce management areas such as Forecasting, Scheduling, and Analysis.

This is a critical role that requires strong analytical and troubleshooting expertise, with the ability to multitask in a professional and courteous manner. You will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.

About the Role
  • Maintain accurate forecasts, capacity plans, and schedule plans to ensure timely and precise generation.
  • Provide strategic recommendations to improve productivity while balancing service levels.
  • Offer consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions.
Your Skills and Qualifications
  • 2+ years previous Contact Center WFM experience.
  • High proficiency with computers, excellent knowledge and use of word processing, spreadsheets, and database systems.
  • Experience with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment.
  • Exceptional verbal and written communication skills.
About Us

We are a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty brands need to thrive and grow.

We are an equal opportunity employer and welcome applicants from diverse backgrounds.

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