Senior Workforce Management Planner

Job description

• A Bachelor’s Degree in Statistics, Mathematics, Data Science, Business Management, or any relevant field, with a strong emphasis on forecasting, analytics, and workforce/operations planning.

• A Genesys WFM certification/s

• Process/Workflow Improvement qualification (advantageous)

• A minimum  experience of 4 to 6 years’ in Workforce Management within a contact centre environment

• A minimum experience of 2+ years’ with Genesys WFM (Cloud CX, Engage, or PureConnect; cloud experience preferred over on-premise)

• Analyse historical data and trends to produce short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes.

• Collaborate with business units and leadership to align forecasts with marketing, seasonal trends, and business initiatives.

• Create resource plans to meet forecasted demand while optimizing cost and efficiency.

• Design and maintain agent schedules across locations and time zones, ensuring optimal coverage and adherence to labour laws and agreements.

• Apply scheduling best practices within Genesys WFM (Cloud or Engage) to automate and enhance workforce deployment.

• Monitor service levels and staffing in real-time; take proactive steps to adjust staffing or reforecast when necessary.

• Coordinate with operations to respond to unplanned events (e.g., system outages, high call volumes).

• Generate and distribute performance reports (e.g., adherence, occupancy, forecast accuracy, SLA attainment).

• Deliver actionable insights and recommendations to improve forecast accuracy and scheduling effectiveness.

• Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives.

• Work with IT and vendor teams to implement and optimize WFM system configurations and integrations.

• Partner with operations, HR, and training teams to align workforce plans with recruitment, training, and leave planning.

• Act as a mentor to junior WFM analysts and provide cross-functional support as needed.
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Requirements

• Data Analysis

• Digital

• Forecasting

• Reporting

• Workforce Analysis