Workforce Planning Specialist
As a Workforce Planner, you will play an important role in ensuring the efficient and effective allocation of resources to meet our call center's service level targets. You will be responsible for forecasting call volumes, produce short- and long-term plans, create requirements, monitor performance of the operation, identify opportunities for improvement and recommends solutions. The workforce planner makes adjustments and recommendations for optimizing scheduling to maximize service and quality.
Your Day to Day
As a Workforce Planner you would be working on
Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
Produces staffing forecasts on a daily, weekly, monthly, and annual basis for operations
Creates reports and dashboards on historical data and forecasting results.
Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure achievement of targets
Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
Analyze data and provide insights to identify opportunities for improving operational efficiency and performance.
Collaborate with operation managers and supervisors to identify and address staffing gaps and operational challenges.
Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.
Maintains holiday patterns forecasts to ensure effective coverage for holidays.
Performs other duties assigned.
What We’re Looking For
As a Workforce planner, your background will look like
Proven experience as a Workforce Planner or in a similar role within a call center environment.
Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
Proficiency in using workforce management software and tools (e.g., Avaya, Genesys, Verint) to forecast call volumes and create schedules.
Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders.
Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
Knowledge of call center operations and industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.
Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements.
Proficient in written and spoken English (B2-C1 Level) and Spanish.
You’ll be working towards a shared goal with an open-minded and cohesive team greater than the sum of its parts. At GoTo, we’re passionate about growing a diverse and inclusive work ecosystem because unique takes make us a stronger company, and Stronger Together. We’re committed to creating an inclusive space for everyone, no matter what. That’s how we’ll Be Real, Think Big, Move Fast, and Keep Growing along the way.