Workforce Planner | WFH

About our Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Job Overview

As a Workforce Planner, you will be responsible for cultivating the production workforce to achieve key performance indicators (KPIs) for our clients. The role involves real-time monitoring, analysis, and resource allocation to ensure efficient call handling and optimize staff utilization.

Responsibilities and Duties

· Effectively forecast and plan the production workforce.

· Utilize WFM tools and Staff Plans to manage short-term forecasting and staffing criteria.

· Oversee metric achievements, particularly those influencing financial performance.

· Provide proactive analysis and recommendations online of Business (LOB) trends.

· Analyze data to establish consistent reporting processes, procedures, and KPIs.

· Maintain accurate metrics and information needed for Forecast & Schedule runs in software systems.

· Prepare and deliver both general and ad hoc reports for internal and external stakeholders.

· Work closely with Leadership to ensure the implementation of staffing recommendations.

· Coordinate and assist cross-functional work teams to deliver timely and high-quality solutions.

· Collaborate with Operations, Training, and Recruiting to develop new hire schedules.

· Collaborate with relevant business segments to anticipate events impacting customer contact cycles.

Required Knowledge and Skills

· At least 1-3 years of experience in workforce scheduling; Planning and forecasting is an advancement

· Proficiency with Workforce analytical tools

· Strong analytical reasoning, structured process thinking, and the ability to multi-task and work independently

· Excellent written and verbal communication skills and ability to effectively convey his thoughts to the Senior Leadership and the Executive Team.

· Ability to work in a high-pressure, fast-paced environment

Evaluation of Performance The Workforce Planner will be evaluated regularly to ensure that he is delivering capacity planning effectively

Reporting Structure

· Direct Manager: WFM Manager

Education/Experience

· Undergraduate degree or equivalent experience

Compensation

· Employment: Regular

· Location: Work-from-home