WFM Capacity Planning & Forecast Manager

Do you enjoy solving problems with data and teamwork to deliver great experiences for customers and contact center agents? Identifying and visualizing trends to make things run easier and smoother? Influencing company strategy? Then you might be interested in joining my team!   

Job Description

The WFM Capacity Planning & Forecast Manager is responsible for creating and influencing staffing recommendations for internal and vendor staffed resources to ensure both service level and key performance indicators are achieved. 

This is a high-impact and high-visibility role with meaningful interaction with senior leadership and with goals that directly impact the bottom line of the business.

A successful candidate is experienced, solutions-oriented, comfortable with ambiguity, innovative in developing best-in-class staffing programs. and has a passion for building data-driven recommendations that improve business operations. 

What You’ll Do

  • Ensure we have the right contact center footprint and hiring plans to deliver for near-term and long-range demand
    • Optimize our footprint for customer experience, cost, and business continuity by creating hiring and staffing recommendations
    • Create staffing plans at weekly level for contact centers, with  individual ownership for either our Voice contact center, our Alarm Monitoring center, or our Specialty contact centers which include our growing Digital center
    • Analyze and deliver forecasts for AHT, attrition, and shrinkage based on recent trends and future projections
    • Run scenarios and make recommendations to reduce workload and improve productivity for partner teams
  • Collaborate with senior internal operations and outsource partners 
    • Thought partnership to help design new or non-traditional experiences, including creative solutions regarding seasonal staffing, recruitment fill rates, and agent productivity
    • Create tools and insightful reports to identify outliers across multiple metrics
    • Partner with Finance to optimize labor cost forecasting and spend
    • Partner with Operations teams to bring transparency to trends, outliers, and possible improvements to agent and customer experience as well as cost
  • Intra-team collaboration with two Capacity Planning peers, direct manager, larger WFM team and beyond to:
    • Develop new scalable processes, policies, and tools
    • Share best practices and grow together
    • Deliver analysis through more-junior Workforce Analysts through coaching & developing (not direct management) 
    • Inspire and elevate those around you with your deep intellectual curiosity and passion for team success

What You’ll Bring

You’ll be growing our core process and tools while delivering scenarios that solve challenging puzzles, so come ready with the curiosity to dig deep in the contact center industry, using your experience and new relationships to drive immediate impact. The following are required for this position:

  • At least 5  years of forecasting/capacity planning experience with the ability to produce short- and long-term staffing plans
  • Strong analytical skills, super-curious to dive into trends individually and collaboratively along with the ability to translate data into meaningful insight 
  • A positive people-focused attitude, work collaboratively with the ability to adapt quickly to changing priorities
  • Comfort and ease leveraging data to inform decision making and to influence strategy
  • Ability to synthesize multiple points of view while owning a coherent action plan
  • Prioritize workload to handle multiple projects with intentional stakeholder management
  • Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels
  • Make sound judgment calls displaying a heightened level of accountability, a sense of responsibility, confidentiality and professionalism
  • Strong proficiency with Google Suite and/or Microsoft Office (Excel, Word, PowerPoint)  

The following are ideal for this position 

  • Experience supporting a variety of channels, from voice to chat contact centers
  • Experience in workforce management systems (i.e., IEX, eWFM, Blue Pumpkin, Five9, etc.) or experience with scheduling or analytical software

If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact

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