Senior Analyst/Team Lead - WFM Capacity Planning

Location

Responsibilities

• Develop and implement capacity planning models to optimize workforce utilization and improve efficiency
• Lead the WFM Capacity Planning team to achieve business objectives and improve customer satisfaction
• Collaborate with stakeholders to gather requirements and provide data-driven insights to inform business decisions
• Design and implement scheduling strategies to minimize shrinkage and maximize productivity
• Develop and maintain relationships with key stakeholders, including operations, sales, and customer service teams
• Stay up-to-date with industry trends and best practices in WFM capacity planning and resource planning
• Mentor and coach team members to improve their skills and knowledge in WFM capacity planning and resource planning

Requirements

• 6-14 years of experience in WFM capacity planning, workforce management, and resource planning
• Strong understanding of capacity planning, scheduling, shrinkage, and AHT management
• Experience with Genesys, NICE IEX, or other WFM software
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• Ability to lead and motivate a team to achieve business objectives
• Bachelor's degree in a relevant field, such as business, operations, or computer science