Senior WFM Capacity Planner with English
Senior WFM Capacity Planner with English
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Job Description
Are you pionate and focused on WFM and have deep experience in dynamic environments where things often change If this sounds like you get in touch!
We are looking for a proactive and ytical Capacity Planner to join one of our clients a fastgrowing digital identity technology provider! They are looking for someone to join the Workforce Management team and be instrumental in predicting and planning staffing needs to match business demands in a dynamic multichannel setting. You will play a crucial role in building longterm capacity models streamlining resource distribution and enhancing operational performance across various regions and departments. Dont miss out on this and apply now!
Tasks
- Build and maintain comprehensive longterm capacity models using historical data and business forecasts
- yze factors like seasonality and market trends to predict future demand and staffing needs
- Lead the creation of accurate workforce forecasts across regions and channels
- Use advanced ytics for staffing and demand forecasting and continuously refine models to reflect realtime data
- Optimize resource allocation (FTE parttime contingent workers) to balance demand costs and service quality
- Create scalable plans to handle growth turnover and training needs addressing staffing gaps as needed
- Monitor workforce performance against forecasts and provide insights to senior management
- Maintain metrics and KPIs to track resource use and operational efficiency
- Collaborate with operations finance HR and recruitment to align on workforce needs and strategies
- Mentor junior WFM team members on best practices in capacity planning and lead improvements
- You will report to the Workforce Manager
Requirements
- Full professional level of English
- 5 years of experience in WFM capacity planning or operations planning in a multichannel complex operational environment
- Expertise in developing and managing capacity models for largescale operations preferably in contact centers or similar environments
- Solid understanding of demand forecasting resource allocation workforce planning principles and working closely with stakeholders to meet SLAs while optimizing cost efficiency
- Experience with WFM (Verint NICE Genesys etc)
- Strong Excel ss (pivot tables macros complex formulas)
- Experience with data ytics and reporting tools (Power BI Tableau Looker SQL) to drive capacity planning insights
- Excellent communication ss with the ability to present complex data and insights to senior leadership
- Ability to adapt to changes quickly
- Proactivity problemsolving attitude strong ytical and critical thinking
Benefits
Permanent contract
Competitive salary
Hybrid model (3 days at the office per week). Office located in Poblenou
A fastgrowing company with good opportunities to keep learning and developing
An international dynamic and creative environment
Great working atmosphere
Other interesting benefits
Step 1: Interview with our Recruiter to get to know you and your experience
Step 2: Interview with the Workforce Manager
Step 3: Interview with the Ops Director
Step 4: Meet the team
Employment Type
Full Time
