Workforce Planner
Description
Essential:
• 2+ years of experience in Workforce Planning within a contact centre environment.
• Strong expertise in Tiliow, Salesforce Service Cloud, and Workforce Management (WFM) software.
• Advanced knowledge of forecasting models, scheduling best practices, and real-time workforce management.
• Experience working in a 24/7 global contact centre.
• Strong analytical skills with the ability to interpret and action complex data sets.
• Proficiency in Excel, Google Sheets, and reporting tools.
• Excellent problem-solving skills with a proactive, solution-oriented mindset.
• Strong stakeholder management and communication skills.
• 2+ years of experience in Workforce Planning within a contact centre environment.
• Strong expertise in Tiliow, Salesforce Service Cloud, and Workforce Management (WFM) software.
• Advanced knowledge of forecasting models, scheduling best practices, and real-time workforce management.
• Experience working in a 24/7 global contact centre.
• Strong analytical skills with the ability to interpret and action complex data sets.
• Proficiency in Excel, Google Sheets, and reporting tools.
• Excellent problem-solving skills with a proactive, solution-oriented mindset.
• Strong stakeholder management and communication skills.
Desirable:
• Experience in multi-region/global workforce planning.
• Familiarity with AI-driven WFM solutions and automation tools.
• Previous experience working with BPO and in-house contact centre models.