WFM Capacity Planning Specialist is responsible for developing accurate forecasts, performing capacity and staffing analysis, creating efficient schedules, and optimizing workforce utilization. The role ensures operational targets are met while maintaining a strong focus on customer satisfaction and employee engagement.

Key Responsibilities:

• Analyze historical data and business trends to forecast workload demand.
• Build and maintain capacity plans aligned with business objectives.
• Develop scheduling models that ensure coverage across all shifts and functions.
• Monitor performance metrics (AHT, SLA, occupancy, shrinkage, etc.) to adjust plans.
• Collaborate with operations, HR, and management to align staffing with budgets.
• Recommend process improvements to optimize productivity and e

• للتقديم الان