Workforce Management (Capacity Planner)

WFM - Capacity Planning

In Workforce Management (WFM), long-term forecasting role focused on new business using stakeholder provided or proxy data to predict staffing needs over extended periods, often considering seasonal trends, market changes, and business strategies.

Key responsibilities of a WFM long-term forecasting role:

•    Analyzing historical data:
Reviewing past sales trends, stakeholder behavior, and market conditions to identify patterns and seasonal variations.
•    Business strategy alignment:
Integrating long-term business plans and goals into workforce forecasts to ensure adequate staffing levels are projected.
•    Proxy analysis:
Identifying proxy states for scenarios where no workload is provided.
•    Identifying emerging trends and potential impacts on future staffing needs, like new product launches or market expansions.
•    Capacity and DDI planning:
Forecasting workforce requirements for future growth and expansion, including potential skill gaps.
•    Scenario & DDI modeling:
Creating different staffing scenarios based on various market conditions to assess potential risks and opportunities.
•    Developing long-term staffing plans:
Collaborating with key stakeholders to plan for new business and growth impact hiring needs based on projected demand.
•    Data Visualization and creation ability along with analytical and creativity to relay actionable data to drive towards outcomes.
 

Role & Responsibilities

•    Analyzing historical data:
Reviewing past sales trends, stakeholder behavior, and market conditions to identify patterns and seasonal variations.
•    Business strategy alignment:
Integrating long-term business plans and goals into workforce forecasts to ensure adequate staffing levels are projected.
•    Trend analysis:
Identifying emerging trends and potential impacts on future staffing needs, like new product launches or market expansions.
•    Capacity planning:
Forecasting workforce requirements for future growth and expansion, including potential skill gaps.
•    Scenario modeling:
Creating different staffing scenarios based on various market conditions to assess potential risks and opportunities.
•    Developing long-term staffing plans:
Collaborating with HR to plan for future hiring needs based on projected demand.
•    Real-time data monitoring:
Tracking live call volumes, stakeholder interactions, and other relevant metrics to identify immediate fluctuations in demand.
•    Predictive modeling:
Using statistical analysis to predict short-term staffing needs based on recent trends and historical data.
•    Shift scheduling optimization:
Adjusting schedules based on real-time forecasts to ensure optimal staffing levels throughout the day.
•    Adherence monitoring:
Tracking employee adherence to schedules and taking corrective actions when necessary.
•    Peak demand management:
Proactively adjusting staffing levels to accommodate anticipated high-volume periods.
•    Communication and collaboration:
Communicating short-term forecasts to scheduling teams and other stakeholders to ensure smooth operations via weekly touch points for voice and non-voice functional areas.