Work Force Planning Associate
Core
Supports Client Care strategy and operations by defining strategic priorities, managing business planning, demand forecasting, and workforce planning to increase operational effectiveness.
Role type
Associate Workforce Planning Specialist (Client Care)
Builds
Operational workflows and schedules for contact center teams
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Workforce management systems (Genesys WFM, eWorkforce), ACD reporting (Genesys Administer, CC Pulse), Excel, data-driven forecasting, schedule optimization, service level monitoring
Preferred skills
Real-time resource management, staff planning, trend analysis, cross-functional collaboration
Technologies
Genesys WFM, Genesys Administer, CC Pulse, eWorkforce Management, Avaya CMS Supervisor, IWD, IWS, Microsoft Excel
Responsibilities
Monitor service levels, abandon rates, and agent adherence; update and manage schedule exceptions in WFM systems; generate attendance and forecast reports; analyze call volume and normalize historical data; recommend schedule adjustments for training, lunch, and PTO; serve as liaison between Global Customer Care Services sites; create ad hoc reports for departments; manage Genesys skilling and agent groups.
Seniority
Associate, execution-focused IC
