Workforce Management Planner
6 days ago
Job Track Description:
- Requires formal education and relevant expertise in a professional, sales, or technical area.
- Performs technical-based activities.
- Contributes to and manages projects.
- Uses deductive reasoning to solve problems and make recommendations.
- Interfaces with and influences key stakeholders.
- Leverages previous knowledge and expertise to achieve results.
- Ability to complete work self-guided.
- College or university degree required.
Responsibility Statements
- Develops business segment forecasts for capacity and resource planning by reviewing numbers of interactions, processing time, waste, attrition, etc.
- Administers a 52-week capacity, staffing, and resource plan to manage up and downscaling of labor and resources.
- Communicates directive guidelines for the WFM Schedulers to ensure schedules cover demand forecast while accounting for known constraints, planned events/holidays and business objectives.
- Reviews performance, productivity, utilization, and occupancy to uncover trends and improve forecasting and capacity management.
- Develops the program hiring strategy along with WFM Business Partner and Operational Leaders.
- Coordinates with recruiting and/or operations leadership on the timing and quantity of new hire requisitions.
- Performs other duties as assigned.
- Complies with all policies and standards.
-Must have WFM Planner experience
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