Gusto · 7 hours ago

Workforce Management Planner

LV Metro Area

Full-time

Remote

Mid, Senior Level

$84K/yr - $103K/yr

5+ years exp

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Bookkeeping and PayrollEmployee Benefits

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Responsibilities

Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our CX teams.

Continuously monitor and adjust forecasts according to changes in demand.

Identify potential risks to workforce capacity and proactively devise contingency plans.

Collaborate with stakeholders to implement risk mitigation strategies.

Evaluate and suggest process enhancements to boost efficiency and capacity utilization.

Facilitate stakeholder meetings on forecasting and capacity planning.

Analyze data to identify gaps and opportunities within the CX organization.

Qualification

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Workforce ManagementCapacity PlanningForecastingData ModelingStatistical AnalysisData VisualizationContact Center TechnologiesBPO ExperienceStakeholder Collaboration

Required

Bachelor’s degree or equivalent experience

5+ years of workforce management experience and knowledge of WFM solution support systems

2+ years in a capacity planning and forecasting role

Experience in a high-volume, fast-paced contact center environment.

Strong analytical skills in volume, employee workloads, and staffing optimization.

Proficiency in data modeling, statistical analysis, and data visualization

Able to demonstrate and apply a thorough knowledge of contact center workforce management technologies (i.e. Verint, NICE IEX, eWFM Aspect, Calabrio etc.).

Experience with BPOs