Workforce Planning Manager

Job Summary

A company is looking for a Workforce Planning Manager, Customer Care.

Key Responsibilities:

• Build multi-channel queue management models for budgeting and planning purposes
• Complete long- and short-term forecasting, capacity planning, and statistical analysis
• Monitor call center performance statistics, adjust schedules to meet staffing levels, and demonstrate efficiency losses in staffing

Qualifications:

• 3-5 years of direct experience in Workforce Management/Resource planning and analytics
• Hands-on experience working with Genesys platforms (IEX, NDE, and CXOne) is highly preferred
• Proficient knowledge of Microsoft Office applications and Call Center technology
• 3 or more years of experience with helpdesk KPIs and shift models
• 5 or more years of experience working with service desks that provide customer support