Senior Workforce Management Planning Analyst

Employer Industry: Technology and Internet of Things (IoT) Solutions

• Salary up to $101,200 USD
• Opportunity for career advancement and growth within the organization
• Flexible working model with options for remote work
• Competitive total compensation package, including health benefits
• Chance to make a real-world impact on industries critical to the global economy
• Supportive and collaborative work environment with a focus on team success

• Develop and maintain long‑term forecasts for staffing requirements, incorporating business growth trends and seasonality
• Create detailed capacity plans to match staffing supply with demand, considering hiring, training, and attrition
• Run complex simulations to model the impact of different scenarios on staffing and operational efficiency
• Identify and analyze trends in historical data to provide insights for improving operational efficiency
• Collaborate with key stakeholders to align workforce plans with business goals

• 8-12 years of experience in Workforce Management within a non‑BPO contact center
• 7+ years of experience in Capacity Planning with a strong understanding of forecasting and resource allocation
• Strong analytical and problem‑solving skills with the ability to interpret complex data sets
• Excellent communication and collaboration skills for cross‑functional teamwork
• Proficiency in workforce management software and advanced experience in Microsoft Excel/Google Sheets

• Certifications in workforce management (e.g., CWPP, SWPP) are a plus
• Strong understanding of Erlang-based models and manual WFM functions
• Experience leveraging AI for automation of repetitive tasks

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