Responsibilities

• Build and maintain volume, AHT, and FTE forecasts


• Perform capacity planning and headcount modeling


• Calculate and analyze occupancy, shrinkage, and utilization to optimize staffing


• Perform manual WFM calculations for planning and scheduling


• Manage RTA analysts and execute scheduling to ensure real-time performance aligns with forecasted requirements


• Analyze forecast vs. actual variances and recommend improvements

Qualifications

• 3-4+ years WFM experience in a BPO/contact center environment


• Strong knowledge and hands-on experience in capacity planning and forecasting


• Proven ability to build volume, AHT, and FTE forecasts based on historical data and trends


• Strong expertise in:


• Erlang C (staf...