Workforce Management Planner

As a WFM Planner, you will join a dynamic Workforce Management team collaborating with 56 other WFM planners to own and deliver capacity plans for your region. You will work closely with a dedicated WFM Analyst and be supported by a Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency. Together you will develop robust frameworks, analyze scenarios, and deliver actionable insights to help the organization meet its service-level agreements and cost targets.

This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex multi-country capacity planning efforts effectively.

Your Mission:

• Create and manage long-term forecasting capacity plans and hiring plans for your region covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
• Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
• Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
• Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency considering factors like contracts, skills, and queue setups.
• Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
• Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
• Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
• Build basic data automations to increase the efficiency of Workforce Management processes.

Qualifications:

• You have experience in forecasting, capacity planning, and scenario modeling within a Workforce Management context.
• You possess a strong ability to analyze data, develop actionable insights, and create detailed performance reports. Advanced skills in Excel or similar tools are essential; familiarity with BI tools like Looker is a plus.
• You can independently identify and address issues even in ambiguous or unfamiliar situations.
• You have a track record of identifying opportunities for automation and efficiency improvements with a focus on optimizing outcomes.
• You excel at managing relationships with internal and cross-functional teams, ensuring alignment and clear communication.
• You are adept at translating strategy into operational plans, considering customer needs, agent well-being, and organizational goals.
• You are a self-starter who takes ownership of challenges and drives solutions proactively.

Additional Information:

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

We will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!

Please note that we do not accept applications coming in via email. Please submit your application in English via our career page.

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