Workforce Capacity Planner

Workforce Capacity Planner with Forecasting Experience

• Gather, analyze, review, predict, and identify trends in complex data.
• Provide analysis and interpretation for operational and business review and planning.
• Support both short-term and long-term operational and strategic business activities through analysis.
• Develop and implement recommended business solutions based on research and data analysis.
• Assist with ad hoc operational and strategic business activities through analysis and reporting.
• Review and report on key operational metrics, including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time.

Qualifications

• 3-5 years of experience in workforce management (WFM) supporting call centers or back office operations.
• 3-5 years of experience in BPO capacity planning and forecasting, with at least 2 years in schedul...