WFM Planner
The WFM Planner is responsible for workforce management planning activities, supporting operational efficiency through accurate forecasting, scheduling, and capacity planning within a fast-paced environment.
About the role
The WFM Planner plays a key role in ensuring that staffing levels align with business demand. This position involves developing and maintaining workforce forecasts, creating schedules, and analysing real-time data to support smooth day-to-day operations.
The successful candidate will collaborate closely with operations and other internal teams to identify trends, flag capacity risks, and recommend adjustments that maintain service level targets. Strong analytical thinking and attention to detail are essential to succeed in this role.
- Forecasting: Build and maintain short- and long-term volume and staffing forecasts
- Scheduling: Create and manage agent schedules to meet coverage requirements
- Reporting: Produce regular WFM reports and performance analyses for stakeholders
- Collaboration: Partner with operations teams to address staffing gaps and improve planning accuracy
Candidates with prior experience in workforce management within a BPO or contact centre environment, along with proficiency in WFM tools and data analysis, are encouraged to apply.