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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Role Overview
We are looking for a strategic, data-driven Workforce Planning Specialist to own the forecasting and capacity planning function within our Workforce Management team.
This role is fully dedicated to planning excellence - transforming demand signals into accurate forecasts, optimized headcount plans, and scalable capacity strategies that enable the business to meet customer demand efficiently and sustainably.
If you are passionate about analytics, scenario modeling, and building workforce strategies that influence executive decisions, this role offers high visibility and real impact.
________________________________________
Key Responsibilities
Demand Forecasting
• Develop short-, mid-, and long-term forecasts using historical trends, seasonality, and business drivers
• Partner with Commercial, Product, and Marketing teams to incorporate growth assumptions and campaign impacts
• Continuously improve forecast accuracy through root cause analysis and model refinement
• Maintain rolling forecasts aligned with financial planning cycles
Capacity & Headcount Planning
• Translate demand forecasts into capacity requirements and hiring plans
• Build and maintain headcount models (FTE calculations, productivity assumptions, shrinkage modeling)
• Lead scenario planning and "what-if" modeling for growth, attrition, and demand fluctuations
• Identify staffing gaps and recommend proactive hiring or efficiency strategies
Strategic Workforce Strategy
• Align workforce plans with annual operating plans and budget targets
• Support long-term workforce roadmaps and expansion strategies
• Assess productivity trends and recommend structural improvements
• Provide risk analysis on service levels, cost impact, and capacity constraints
Planning Governance & Reporting
• Produce executive-level planning reports and dashboards
• Present insights and recommendations to senior stakeholders
• Establish planning standards, assumptions, and documentation processes
• Track forecast accuracy, variance analysis, and planning KPIs
________________________________________
What You Bring
Experience & Expertise
• 3-7+ years in Workforce Planning, Capacity Planning, or Operational Analytics
• Strong experience in high-volume contact center or operations environments
• Deep understanding of forecasting methodologies (time-series, regression, trend analysis)
• Experience building long-range capacity and financial workforce models
Technical Skills
• Advanced Excel (complex formulas, modeling, scenario tools)
• Experience with WFM platforms (e.g., Genesys, NICE, Verint, Calabrio)
• Strong analytical mindset with data visualization experience (Power BI, Tableau, etc. preferred)
Competencies
• Strategic thinker with strong commercial awareness
• Excellent stakeholder management and influencing skills
• Detail-oriented with strong governance discipline
• Ability to simplify complex data into clear, actionable recommendations
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
Role Overview
We are looking for a strategic, data-driven Workforce Planning Specialist to own the forecasting and capacity planning function within our Workforce Management team.
This role is fully dedicated to planning excellence - transforming demand signals into accurate forecasts, optimized headcount plans, and scalable capacity strategies that enable the business to meet customer demand efficiently and sustainably.
If you are passionate about analytics, scenario modeling, and building workforce strategies that influence executive decisions, this role offers high visibility and real impact.
________________________________________
Key Responsibilities
Demand Forecasting
• Develop short-, mid-, and long-term forecasts using historical trends, seasonality, and business drivers
• Partner with Commercial, Product, and Marketing teams to incorporate growth assumptions and campaign impacts
• Continuously improve forecast accuracy through root cause analysis and model refinement
• Maintain rolling forecasts aligned with financial planning cycles
Capacity & Headcount Planning
• Translate demand forecasts into capacity requirements and hiring plans
• Build and maintain headcount models (FTE calculations, productivity assumptions, shrinkage modeling)
• Lead scenario planning and "what-if" modeling for growth, attrition, and demand fluctuations
• Identify staffing gaps and recommend proactive hiring or efficiency strategies
Strategic Workforce Strategy
• Align workforce plans with annual operating plans and budget targets
• Support long-term workforce roadmaps and expansion strategies
• Assess productivity trends and recommend structural improvements
• Provide risk analysis on service levels, cost impact, and capacity constraints
Planning Governance & Reporting
• Produce executive-level planning reports and dashboards
• Present insights and recommendations to senior stakeholders
• Establish planning standards, assumptions, and documentation processes
• Track forecast accuracy, variance analysis, and planning KPIs
________________________________________
What You Bring
Experience & Expertise
• 3-7+ years in Workforce Planning, Capacity Planning, or Operational Analytics
• Strong experience in high-volume contact center or operations environments
• Deep understanding of forecasting methodologies (time-series, regression, trend analysis)
• Experience building long-range capacity and financial workforce models
Technical Skills
• Advanced Excel (complex formulas, modeling, scenario tools)
• Experience with WFM platforms (e.g., Genesys, NICE, Verint, Calabrio)
• Strong analytical mindset with data visualization experience (Power BI, Tableau, etc. preferred)
Competencies
• Strategic thinker with strong commercial awareness
• Excellent stakeholder management and influencing skills
• Detail-oriented with strong governance discipline
• Ability to simplify complex data into clear, actionable recommendations
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Workforce Management Planner
Req Id: R26_01310
Posted At: Wed Mar 04 2026 00:00:00 GMT+0000 (Coordinated Universal Time)