Senior Workforce Planner / Scheduler

About the role

The Senior Workforce Planner / Scheduler develops and maintains forecasts, hiring plans, staffing requirements, schedules and rosters for a complex contact-center environment. The role turns historical performance, business drivers, operational assumptions and client inputs into staffing and scheduling recommendations that support service levels, productivity, customer experience and cost objectives. It calls for hands-on Genesys Workforce Management experience and strong contact-center metric knowledge.

Key responsibilities

• Forecasting: normalize and standardize historical data, identify patterns and seasonality, and build rolling baseline forecasts for volume, AHT, shrinkage and staffing across short-, medium- and long-term horizons.
• Produce a 13-month rolling hiring forecast and a 52-week staffing forecast, plus 45-day and 7-day interval forecasts, and turn them into hiring plans, training-class recommendations and budget inputs.
• Scheduling: build and maintain schedules aligned to workload, service levels, skills and availability; maintain rosters and skill assignments; coordinate approvals with Operations and Scheduling; provide vacation and PTO allotments.
• Monitor scheduled versus actual staffing and adherence, flag staffing shortages and coverage risks, and recommend corrective actions.
• Reporting: create daily, weekly, monthly and ad hoc reports, analyze variances in volume, AHT, shrinkage, staffing and service level, and audit data and templates for accuracy.
• Partner with the client, Operations, Marketing, Product, Training, Recruitment, IT, Finance and others, and escalate issues early with options and next steps.

Required profile

• Bachelor's degree or equivalent relevant experience.
• At least one year of forecasting and resource planning in a contact-center environment.
• At least one year of intraday management experience.
• Hands-on Genesys Workforce Management experience is required.
• Ability to work rotating, overnight, weekend and holiday schedules, and to live within 30 minutes of an ibex location.

Required skills

• Strong knowledge of contact-center metrics, forecasting, staffing, scheduling and shrinkage.
• Advanced Excel (formulas, lookups, pivot tables, data reconciliation).
• Strong reporting, analytical and communication skills.
• Preferred: telco contact-center experience, multi-client or BPO environments, Genesys telephony/ACD, multi-skilled programs, and experience improving forecasting or reporting.