Specialist WFM Planning

Specialist WFM Planning

Job Summary

We are looking for a Specialist WFM Planning to manage workforce planning activities, including forecasting, scheduling, capacity planning, and staffing requirements. The ideal candidate should have strong experience with Verint, excellent communication skills, and a solid understanding of Workforce Management (WFM) processes

Key Responsibilities

• Develop and maintain accurate forecasts based on historical trends, business requirements, and operational volumes.
• Prepare and manage workforce schedules to ensure optimal staffing and coverage.
• Perform capacity planning and identify staffing requirements based on forecasted demand.
• Monitor staffing levels and highlight potential understaffing/overstaffing situations.
• Utilize Verint WFM for forecasting, scheduling, reporting, and workforce planning activities.
• Analyze historical data, trends, shrinkage, productivity, and staffing patterns to improve forecast accuracy.
• Work closely with Operations, Real-Time Management, and other WFM teams to address staffing requirements.
• Provide regular WFM reports, insights, and recommendations to stakeholders.
• Support scenario planning for new business, volume fluctuations, ramp-ups, and operational changes.
• Ensure schedules are aligned with business requirements, service levels, and productivity targets.

Required Skills & Experience

• Experience in Workforce Management / Planning in a BPO/contact center environment.

• Strong hands-on experience with Verint WFM.

• Good understanding of:

o Forecasting

o Scheduling

o Capacity Planning

o Staffing/Headcount Planning

o Shrinkage and productivity

o Service level and occupancy concepts

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong proficiency in MS Excel, including data analysis and reporting. • Ability to work with large datasets and translate data into actionable insights.

• Strong stakeholder management and coordination skills. Preferred Qualifications

• Bachelor's degree in any discipline.

• Prior experience supporting large-scale/contact-center operations.

• Experience working with WFM tools such as Verint is highly preferred.