WFM Resource Capacity Planner

Job Overview:

The Resource Capacity Planner is a workforce management role that is mainly responsible is to analyze, recommend and articulate staffing recommendations to operations heads through the evaluation of key drivers, such as AHT, attrition, shrinkage, occupancy and hiring trends. They are also required for providing expertise and support for new initiatives that requires changes to staffing plans, create scenarios to determine cost/benefits of these initiatives, as well as managing physical space capacity across all centers.

· Forecast/Capacity Plan the anticipated staffing demand, determine required capacity, calculate the resource capacity of current resources, measure the capacity gap and align capacity with demand

· Regularly assess and report results for performance against required deliverables

· Assess impacts/solutions and communicate possible recruiter gaps to talent acquisition and operation team

· Maintain master file of current...