Job Description
WFM Capacity Planning Analyst
As a WFM Capacity Planning Analyst, you will play a crucial role in supporting our operational teams. You will be responsible for forecasting future workload and determining the optimal headcount required to provide exceptional customer support whilst ensuring our processes and costs scale globally with the company’s rapid growth
This role is for you if you are passionate about operational efficiency by ensuring that we have the right people with the right skills in the right place at the right time while also having experience managing stakeholders and a strong understanding of operational teams and processes.
Your Mission:
Forecasting & Planning:
- Create and maintain long-term capacity plans(12-18 months rolling), ensuring alignment with defined service-level agreements.
- Develop scenario models to anticipate different demand conditions and recommend optimum resource allocation.
Data Analysis:
- Conduct in-depth analysis of workforce metrics to identify trends and areas for improvement.
- Regular review and detailed report for MAPE accuracies.
Stakeholder Collaboration:
- Prepare regular reports and presentations for management ,engaging support teams with data to improve key operations metrics.
- Communicate capacity requirements and changes effectively across the operational teams, including senior management.
- Coordinate with recruitment teams to ensure that hiring strategies are aligned with capacity plans.
Process Improvement:
- Collaborate with analytics and data science teams to test and validate forecast models.
- Identify and implement process improvements in workforce planning and capacity management.
- Develop and maintain WFM processes to enhance forecasting accuracy and operational efficiency.
Qualifications
About you :
- Minimum 3 years of experience in Workforce Management Planning, Revenue Management, Data Analytics, Business Analytics, FP&A or similar role.
- Proven track record in dealing with large volumes of data and creating actionable insights.
- You are familiar with forecasting techniques.
- Advanced spreadsheets user (including knowledge of VBA or Google Apps Script).
- You have experience with Workforce Management tools, metrics and processes.
- You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and turning complex data into an easy to follow story.
- You are a self-starter who is comfortable working autonomously.
- Knowledge of contact-centre metrics and operating models.
Some extra skills that are great:
- Familiarity with Python or any other scripting language.
- SQL skills (including window functions, CTEs).
