Senior Workforce Planner

Job Summary

A company is looking for a Senior Workforce Planner.

Key Responsibilities:

• Creates operational forecasts for staffing and scheduling based on call volume trends
• Builds and maintains staffing simulation models to align service objectives with actual capacity
• Supervises the creation and publishing of agent schedules and collaborates with leadership on performance objectives

Required Qualifications:

• 2+ years of advanced Microsoft Excel experience, including report creation and pivot tables
• 1+ years of experience in contact center workforce management forecasting and planning
• 1+ years of experience communicating with contact center leadership