Workforce Management Planner

5 days ago


Bengaluru, Karnataka, India Conduent Business Services Full time

Job Summary:

As a Workforce Management Planner, you will play a critical role in delivering forecasting for the number of interactions, processing time, shrinkage, attrition, and other required metrics to support the capacity management process.

Key Responsibilities:

  • Develop and maintain accurate forecasting models to predict interactions, processing time, and other relevant metrics.
  • Collaborate with cross-functional teams to ensure alignment and effective capacity planning.
  • Administer 52-week capacity, staffing, and resource plans to manage up and down scaling of labor and resources.
  • Communicate directives to WFM Schedulers to ensure schedules accurately cover demand forecasts while accounting for known constraints, planned events, and business objectives.
  • Analyze performance trends to improve forecasting and capacity management processes.

Requirements:

  • Bachelor’s degree with a focus in Math, Business, and/or Statistics.
  • Effective operational language proficiency in Business English and any other required languages.
  • Advanced proficiency in mathematical and analytical skills, communication skills, and collaboration skills.
  • Proficiency in MS Office (Excel, Word, and Outlook) and Windows/Mac OS X.
  • Experience with forecasting, capacity management, production, and/or personnel planning.
  • Problem-solving skills and knowledge of WFM systems, preferably NICE IEX.


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