WFM SP3; Cap Planner

About the position The Workforce Management (WFM) Capacity Planner is responsible for forecasting workload demand and translating it into strategic and operational staffing requirements to ensure service level objectives are met in a cost‑effective manner. This role supports both short‑term execution and long‑term workforce strategy by partnering closely with Scheduling, Real‑Time, Operations, Finance, Recruitment, and Training teams. The Capacity Planner plays a critical role in balancing customer experience, operational performance, and workforce efficiency through data‑driven planning and scenario analysis.

Responsibilities

• Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
• Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
• Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities
• Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts
• Translate forecasts into interval‑based staffing and capacity requirements
• Develop headcount plans accounting for shrinkage, attrition, absenteeism, and ramp assumptions
• Identify capacity gaps and surpluses and recommend mitigation strategies
• Support hiring plans, ramp‑up/down strategies, and resource mix optimization
• Partner with Scheduling to ensure staffing plans are executable and sustainable
• Conduct “what‑if” and sensitivity analyses to assess risks related to volume, AHT, shrinkage, or staffing changes
• Model peak events, holidays, and worst‑case demand scenarios
• Develop contingency plans for unplanned attrition, demand spikes, or operational disruptions
• Provide proactive recommendations to protect service levels and business outcomes
• Work closely with Operations to align capacity plans with performance targets and delivery expectations
• Partner with Finance to align staffing plans with budget and cost assumptions
• Collaborate with Recruitment and Training on hiring volumes, class sizes, and onboarding timelines
• Support Real‑Time and Scheduling teams with planning insights and risk flags
• Track actual performance against forecasted demand and capacity plans
• Perform root cause analysis for forecast, staffing, or service level variances
• Produce regular and ad‑hoc capacity plans, dashboards, and leadership summaries
• Maintain accurate documentation of planning assumptions, methodologies, and decisions
• Maintain planning data within WFM platforms (e.g., IEX/Genesys, Verint, NICE, Aspect, Kronos)
• Validate data accuracy and ensure integrity across forecasting and planning systems
• Support audits, governance reviews, and client reporting requirements
• Contribute to WFM process standardization and best‑practice adoption

Requirements

• Bachelor’s degree or equivalent work experience preferred
• 2–5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Analytics
• Strong analytical, quantitative, and problem‑solving skills
• Proficiency in WFM tools and forecasting methodologies
• Advanced Excel skills (formulas, pivot tables, lookups, modeling)
• Strong understanding of contact center KPIs (Service Level, AHT, Shrinkage, Occupancy, Productivity)
• Excellent communication and stakeholder management skills
• Ability to manage multiple priorities in a fast‑paced environment
• High attention to detail and data accuracy

Nice-to-haves

• Experience supporting multi‑skill or omni‑channel environments (voice, chat, email, social media)
• Experience in BPO or large contact center environments
• Knowledge of financial modeling, cost optimization, or budget planning
• Exposure to automation, forecasting enhancements, or advanced analytics
• 1 year of previous leadership within a call center environment preferred

Benefits

• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days