The Workforce Forecasting and Capacity Planner is responsible for managing workforce planning initiatives across operations, with a focus on forecasting, scheduling, and optimizing staffing levels. This role ensures alignment between staffing resources and business demand to maintain operational efficiency and service quality.
DUTIES & RESPONSIBILITIES:
- Analyze call volume trends on a daily, weekly, and intraday basis.
- Identify volume patterns and trends across monthly, quarterly, and seasonal intervals.
- Manage and approve vacation and leave requests based on staffing forecasts.
- Schedule and track the completion of client-mandated training programs.
- Collaborate with cross-functional teams to identify opportunities for improved resource utilization.
- Perform workforce capacity planning and forecasting to meet service goals.
- Develop and maintain employee work schedules (ROTA).
- Monitor real-time transaction volumes and service performance metrics.
- Track performance against staffing and service plans; recommend adjustments as needed.
- Generate and analyze workforce management reports to support data-driven decisions.
- Proactively escalate staffing or performance issues to relevant stakeholders.
- Communicate service-related or personnel concerns promptly and effectively.
- Ensure compliance with company policies, procedures, and operational guidelines.
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