Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to one thing: creating effective staffing plans that are best for our people and business.
As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements (both for capacity plan and scheduling standpoint). Along with this, you will be in charge of maintaining a roster of staff with accurate employee details and also includes availability, preferences and skills. What else? Well, you need to be savvy in creating schedules that will meet not just the program requirements but also the needs of those being scheduled. You have to make sure that exceptions are being scheduled in advance, and communicate effectively with other departments to determine such requirements. As a Workforce Planner, you will also publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You’re also responsible for the inputs in the online capacity plan tool and in ensuring that the seating plan is accurate and adequate to meet operational needs. Also, all other duties related to the role as determined by the business or leadership.
So, do you have what it takes to become a Workforce Planner?
So, what is it we’re looking for? Well, since this is an Planner post we’d need someone who already has the skills and potential to even call themselves one. So definitely someone with at least 1 year of employment experience; preferably 1 year experience in RTA/WFM.
We need someone with high attention to detail, good analytical skills, and strong numerical literacy. Since the ultimate goal is balanced staffing, they should have a thorough understanding of WFM efficiency metrics. Someone who’s organized and someone who can navigate their way well in MS Word, MS Excel, MS Powerpoint and other database generating applications.
We need someone who can communicate well effectively to all levels of management (written and verbal). Someone who is proactive when it comes to making decisions as well as solving problems. Someone who has the ability to read trends and project those trends into the future forecasts. Someone who can use the WFM centralized tools and ensure that the database is maintained. We also need someone with a high degree of empathy for fellow workers.
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