Workforce Planning Specialist

Workforce Planning Specialist

Job Summary : We are seeking a skilled Workforce Planning Specialist to join our team. The successful candidate will be responsible for predicting near-future staffing needs by analyzing historical data and current trends.

Key Responsibilities :

• Monitor call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts.
• Identify potential fluctuations in demand and adjust staffing levels accordingly to optimize service levels while managing labor costs.

Required Skills and Qualifications :

What We Offer : Our company offers a dynamic work environment where employees can grow and develop their skills. As a Workforce Planning Specialist, you will have the opportunity to work with a talented team and contribute to our company's success.

Working Conditions : This role involves regular data analysis, forecasting model creation, intraday adjustments, communication and collaboration, and performance reporting. Data analysis includes regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting. Forecasting model creation involves utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations. Intraday adjustments involve monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as needed throughout the day. Communication and collaboration involve communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained. Performance reporting involves generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments.