Workforce Planning Specialist

Workforce Planning Specialist

A vital role in our organization is that of the Workforce Planning Specialist, who plays a crucial part in meeting stakeholder demands by accurately forecasting near-future staffing needs.

The ideal candidate will have strong analytical skills and proficiency in data analysis techniques, with experience working with workforce management software and forecasting tools being highly desirable.

• Key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts.
• An excellent communication and collaboration skillset is required to effectively communicate forecasts to stakeholders, as well as an understanding of contact center operations and key performance indicators (KPIs).
• Proficiency in Microsoft Excel and other data analysis tools is expected, along with the ability to work under pressure and adapt to changing conditions.

Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting is a critical task.

This involves utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.

Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as needed throughout the day, is also a vital responsibility.

Effective communication of forecast updates to operational teams, including supervisors and agents, is essential to ensure proper staffing levels are maintained.

Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments is another key aspect of the role.