Planner, Workforce Management Full Time NEW

This role sits at the core of workforce planning and capacity strategy, ensuring that large-scale contact center operations are accurately aligned with client demand and internal supply. You will be responsible for building and maintaining forward-looking capacity plans that support service level achievement while optimizing operational efficiency and cost. The position requires a strong analytical mindset to interpret complex forecasting inputs, model staffing requirements, and guide decision-making across multiple stakeholders. You will collaborate closely with leadership teams to anticipate demand fluctuations, seasonal variations, and long-term growth needs. Acting as a key advisor in planning discussions, you will translate data into actionable workforce strategies. This is a highly visible role where your insights directly impact service performance, customer experience, and business scalability.

Accountabilities

• Develop and maintain 6-month rolling capacity and workforce plans by analyzing client forecasts, internal demand inputs, and operational assumptions to ensure accurate staffing alignment.
• Calculate FTE and hour requirements using workforce modeling techniques such as straight-line forecasting and Erlang-C, balancing service levels and efficiency targets.
• Lead capacity planning discussions with internal and external stakeholders, providing insights, recommendations, and scenario-based analysis to support decision-making.
• Monitor and analyze workforce trends including volume, AHT, attrition, shrinkage, fill rates, and certification rates to identify risks and improvement opportunities.
• Maintain and continuously update workforce planning models to reflect seasonal trends, special events, and evolving business needs.
• Conduct “what-if” scenario planning and present findings to leadership to support strategic workforce and operational decisions.
• Contribute to long-term workforce strategy development and support documentation of planning frameworks, processes, and governance standards.

Requirements

• Minimum 5 years of experience in Workforce Management, preferably in a multi-site or multi-client contact center environment, with exposure to planning, forecasting, or scheduling roles.
• Strong expertise in workforce planning methodologies, including capacity modeling, forecasting techniques, and service level optimization.
• Advanced proficiency in MS Excel and PowerPoint; experience with WFM or capacity planning tools (e.g., Verint, IEX, Avaya, Teleopti, or Anaplan) is highly desirable.
• Strong analytical and problem-solving abilities with a high level of accuracy and attention to detail.
• Excellent communication and stakeholder management skills, with the ability to present complex data clearly to leadership teams.
• Proven ability to manage multiple priorities in fast-paced, dynamic environments with changing operational demands.
• Strong understanding of contact center operations and key performance drivers such as AHT, shrinkage, and attrition.
• Flexible and adaptable, with willingness to work in shifting schedules if required by business needs.

Benefits

• Competitive compensation package aligned with experience and expertise
• Remote-friendly and flexible work environment depending on operational requirements
• Opportunity to work in a global, high-scale workforce planning environment
• Exposure to advanced workforce management tools and analytics-driven decision-making
• Strong focus on professional growth, training, and cross-functional collaboration
• Inclusive and performance-driven culture emphasizing innovation and continuous improvement
• Chance to directly influence service performance and operational efficiency at scale.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.