Job Title

Key Responsibilities:Create short-term and long-term staffing forecasts based on volume trends, shrinkages, and other variables.Develop agent schedules that balance business needs and employee preferences where possible.Monitor real-time queues and agent productivity, making intraday adjustments to ensure SLAs are met.Collaborate with operations and HR teams to plan for hiring needs, leaves, and training schedules.Prepare daily, weekly, and monthly performance and staffing reports for leadership review.Analyze call volume trends and recommend improvements in workforce deployment.Utilize WFM tools (e.g., IEX, NICE, Aspect) to manage forecasting, scheduling, and real-time tracking.Drive continuous improvement in WFM processes and recommend automation where feasible.Requirements:Bachelor's degree in any discipline.2–5 years of proven experience as a WFM Planner in a BPO/contact center environment.Proficiency in workforce management tools (e.g., NICE/IEX/Genesys/Aspect).Strong analytical and problem-solving skills.Advanced Excel skills (VLOOKUP, Pivot Tables, Macros preferred).Excellent communication and coordination skills.Flexible to work in rotational and night shifts.Preferred Skills:Experience handling international processes (voice/chat/email).Familiarity with real-time management and intraday scheduling adjustments.Exposure to automation tools or scripting for reporting efficiency.