🛠 Tech Stack

💼 About This Role

You'll develop 6-month rolling capacity plans for a global contact center operation. Your analysis of demand and staffing will directly impact service levels and operational efficiency.

🎯 What You'll Do

• Develop and maintain rolling capacity and workforce plans.
• Calculate FTE and hour requirements using workforce modeling.
• Lead capacity planning discussions with stakeholders.
• Monitor workforce trends to identify risks and opportunities.

📋 Requirements

• 5 years of Workforce Management experience in multi-site contact center.
• Expertise in workforce planning methodologies like capacity modeling.
• Advanced proficiency in MS Excel and PowerPoint.
• Strong analytical and problem-solving abilities.

✨ Nice to Have

• Experience with WFM tools like Verint, IEX, or Anaplan.
• Familiarity with forecasting and scheduling roles.
• Stakeholder management skills.

🎁 Benefits & Perks

• 💰 Competitive compensation aligned with experience.
• 🏠 Remote-friendly work environment.
• 🌍 Global workforce planning exposure.
• 📈 Professional growth and training opportunities.
• 🤝 Inclusive culture emphasizing innovation.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min