WFM SP3; Cap Planner

<p style="text-align:left">It's fun to work in a company where people truly BELIEVE in what they are doing!</p><p></p><p style="text-align:left"><i>We're committed to bringing passion and customer focus to the business.</i></p><p></p><p></p><p>The Workforce Management (WFM) Capacity Planner is responsible for forecasting workload demand and translating it into strategic and operational staffing requirements to ensure service level objectives are met in a cost‑effective manner. This role supports both short‑term execution and long‑term workforce strategy by partnering closely with Scheduling, Real‑Time, Operations, Finance, Recruitment, and Training teams.</p><p></p><p>The Capacity Planner plays a critical role in balancing customer experience, operational performance, and workforce efficiency through data‑driven planning and scenario analysis.</p><p></p><p><b>Key Responsibilities</b></p><ul><li>Forecasting & Demand Planning</li><li>Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers</li><li>Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels</li><li>Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities</li><li>Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts</li><li>Capacity & Staffing Planning</li><li>Translate forecasts into interval‑based staffing and capacity requirements</li><li>Develop headcount plans accounting for shrinkage, attrition, absenteeism, and ramp assumptions</li><li>Identify capacity gaps and surpluses and recommend mitigation strategies</li><li>Support hiring plans, ramp‑up/down strategies, and resource mix optimization</li><li>Partner with Scheduling to ensure staffing plans are executable and sustainable</li><li>Scenario Modeling & Risk Management</li><li>Conduct “what‑if” and sensitivity analyses to assess risks related to volume, AHT, shrinkage, or staffing changes</li><li>Model peak events, holidays, and worst‑case demand scenarios</li><li>Develop contingency plans for unplanned attrition, demand spikes, or operational disruptions</li><li>Provide proactive recommendations to protect service levels and business outcomes</li></ul><p></p><p><b>Stakeholder Collaboration</b></p><ul><li>Work closely with Operations to align capacity plans with performance targets and delivery expectations</li><li>Partner with Finance to align staffing plans with budget and cost assumptions</li><li>Collaborate with Recruitment and Training on hiring volumes, class sizes, and onboarding timelines</li><li>Support Real‑Time and Scheduling teams with planning insights and risk flags</li><li>Performance Analysis & Reporting</li><li>Track actual performance against forecasted demand and capacity plans</li><li>Perform root cause analysis for forecast, staffing, or service level variances</li><li>Produce regular and ad‑hoc capacity plans, dashboards, and leadership summaries</li><li>Maintain accurate documentation of planning assumptions, methodologies, and decisions</li></ul><p></p><p><b>Tools, Data & Governance</b></p><ul><li>Maintain planning data within WFM platforms (e.g., IEX/Genesys, Verint, NICE, Aspect, Kronos)</li><li>Validate data accuracy and ensure integrity across forecasting and planning systems</li><li>Support audits, governance reviews, and client reporting requirements</li><li>Contribute to WFM process standardization and best‑practice adoption</li></ul><p></p><p><b>Required Skills & Qualifications</b></p><ul><li>Bachelor’s degree or equivalent work experience preferred</li><li>2–5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Analytics</li><li>Strong analytical, quantitative, and problem‑solving skills</li><li>Proficiency in WFM tools and forecasting methodologies</li><li>Advanced Excel skills (formulas, pivot tables, lookups, modeling)</li><li>Strong understanding of contact center KPIs (Service Level, AHT, Shrinkage, Occupancy, Productivity)</li><li>Excellent communication and stakeholder management skills</li><li>Ability to manage multiple priorities in a fast‑paced environment</li><li>High attention to detail and data accuracy</li></ul><p></p><p><b>Preferred Qualifications</b></p><ul><li>Experience supporting multi‑skill or omni‑channel environments (voice, chat, email, social media)</li><li>Experience in BPO or large contact center environments</li><li>Knowledge of financial modeling, cost optimization, or budget planning</li><li>Exposure to automation, forecasting enhancements, or advanced analytics</li></ul><p></p><p><b>Key Competencies</b></p><ul><li>Strategic and analytical thinking</li><li>Data‑driven decision making</li><li>Planning and forecasting expertise</li><li>Cross‑functional collaboration</li><li>Business and customer focus</li><li>Continuous improvement mindset</li></ul><p></p><p><b>Key Performance Indicators (KPIs)</b></p><ul><li>Forecast accuracy (volume, AHT, staffing)</li><li>Capacity vs. demand alignment</li><li>Service level performance vs. plan</li><li>Variance reduction and risk mitigation effectiveness</li><li>Timeliness and quality of capacity plans</li><li>Stakeholder satisfaction</li></ul><p></p><p><b>Internal Eligibility Criteria:</b></p><ul><li><b>No active PIP within the last 6 months</b></li><li><b>Good Attendance Record, 85% or higher for the last 90 days</b></li><li><b>QA Scores, 85% or higher average for the last 90 days</b></li><li><b>LOB KPIs at or above goal for the last 90 days</b></li><li><b>For lateral transfers, 6 months in current role/LOB</b></li><li><b>For promotions, no minimum tenure required</b></li><li><b>1 year of previous leadership within a call center environment preferred</b></li></ul><p></p><p></p><p style="text-align:left">If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!</p><p></p>