WFM Capacity Planner
4 weeks ago
Autodesk is seeking a highly skilled WFM Capacity Planner to join our Customer Technical Success team. As a key member of our Workforce Management team, you will be responsible for building and maintaining long-term forecasts and global capacity plans.
Key Responsibilities:- Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our Customer Technical Success department.
- Continuously monitor and adjust forecasts according to changes in demand.
- Identify potential risks to production capacity and proactively devise contingency plans.
- Collaborate with stakeholders to implement risk mitigation strategies.
- Evaluate and suggest process enhancements to boost production efficiency and capacity utilization.
- Facilitate stakeholder meetings on forecasting and capacity planning.
- Analyze data to identify gaps and opportunities within the Customer Technical Success organization.
- Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
- Mentor the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance.
- Stay informed of industry trends and best practices in workforce management, applying relevant insights to enhance our operations.
- 5+ years in Workforce Management, within a contact center environment.
- 2+ years in a capacity planning and forecasting role.
- Previous experience with WFM platforms (e.g. Calabrio, IEX, Verint, Aspect).
- Proficiency in data modeling, statistical analysis, and data visualization.
- High proficiency in Excel (can write advanced macros), data analysis, and Microsoft programs. Experience with SQL or other data retrieval languages.
- Experience in constructing and utilizing dashboards in Power BI.
- Ability to identify and resolve issues.
- Ability to interpret data for performance trends and long-term improvement opportunities.
- Engaging effectively with a diverse range of stakeholders, empathizing with their perspectives, and tailoring messages accordingly.
- Experience presenting long-term scenario plans to senior leadership.
Welcome to Autodesk, where amazing things are created every day with our software. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. Our Culture Code is at the core of everything we do, and we take great pride in our culture here at Autodesk.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us.
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