Workforce Planner – Call Center Forecasting

About the role

The Workforce Planner is responsible for maintaining hiring plans, developing rolling forecasts, and generating weekly schedules for call‑center programs. The role ensures staffing levels meet client metrics while balancing internal productivity goals.

Key responsibilities

• Collect and normalize historical data (call volume, AHT, service level, shrinkage) for accurate trending.
• Standardize trending methods and customize forecasting formulas per program.
• Predict baseline volume, AHT and shrinkage for a 13‑month rolling period at a weekly level.
• Collaborate with marketing, R&D, recruitment, IT and operations to incorporate factors affecting forecasts.
• Review forecasts with operations monthly and hold weekly/bi‑weekly meetings during ramp periods or when targets are missed.

Required profile

• At least 1 year of experience in forecasting and resource planning within a call‑center environment.
• Experience in intraday management and ability to work flexible (graveyard/shifting) schedules.

Required skills

• Advanced knowledge of MS Excel and MS Office (2003).
• Familiarity with workforce tools such as IEX, CMS, and Verint Impact 360.