
WFM Optimization Lead
2 days ago
This role is for a Capacity Planning Specialist to join our Workforce Management team, responsible for developing and implementing strategic plans to improve operational efficiency.
The successful candidate will work closely with a dedicated analyst and be supported by a Global Planning Lead to ensure data-driven decision-making.
- Main Responsibilities:
- Develop and implement long-term forecasting, capacity planning, and hiring plans for the region, covering multiple sites and 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 the 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.
- 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.
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