About the Role

The Workforce Planning team provide a vital role across the business and are responsible for ensuring that the right people are in the right place at the time right time to meet the needs and expectations of our customers. The role will be responsible for forecasting and capacity planning for each area of the business over multiple locations.

Key Responsibilities

Create a reliable and effective short and long term capacity plan for the global team spread across different countries

Forecast quarter hourly customer contacts, AHT and shrinkage by business area using historical trends, seasonality, and marketing plans

Create, analyse and deliver capacity plans for current and following year on a monthly/quarterly/annual cadence to inform the business what demand is expected, the methodology and assumptions that were used in building the plan

Build shift patterns in WFM and Microsoft Excel that will deliver a close fit to forecasted demand requirements across all business areas

Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness

Work with internal teams to understand the inputs we are using, the trends we are seeing in actuals vs. forecasts as well as expected upcoming events to be used in the creation of the capacity plans to better predict what is expected to happen going forward

Perform weekly/quarterly and ad-hoc capacity checks to understand the resources we have available, by area of the business, to support upcoming projects

Perform variance vs. forecast analysis to understand how accurate our inputs, assumptions and capacity plans are to identify areas of opportunity, and create continuous improvement plans to deliver more accurate forecasts

Produce and distribute a comprehensive suite of reports that provide insight into operational performance against targeted KPIs

Skill Requirements

4+ years of work experience in Workforce management , areas of expertise in capacity planning and forecasting

Sales forecasting experience

Sense of urgency

Strong system skills

Have an understanding of planning and capacity management to include the concepts of trending and forecast data

Have a proven, strong analytical background and demonstrate a robust approach to problem solving

Core Company skills

Work with key stakeholders to understand the Functional requirements

Ability to adopt to change

Good at problem solving

Team Player

Excellent communication, documentation and reporting skills