WFM SP3; Cap Planner

VXI Global Solutions•Atlanta, GA

About The Position

The Workforce Management (WFM) Capacity Planner is responsible for forecasting workload demand and translating it into strategic and operational staffing requirements to ensure service level objectives are met in a cost‑effective manner. This role supports both short‑term execution and long‑term workforce strategy by partnering closely with Scheduling, Real‑Time, Operations, Finance, Recruitment, and Training teams. The Capacity Planner plays a critical role in balancing customer experience, operational performance, and workforce efficiency through data‑driven planning and scenario analysis.

Requirements

Bachelor’s degree or equivalent work experience preferred
2–5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Analytics
Strong analytical, quantitative, and problem‑solving skills
Proficiency in WFM tools and forecasting methodologies
Advanced Excel skills (formulas, pivot tables, lookups, modeling)
Strong understanding of contact center KPIs (Service Level, AHT, Shrinkage, Occupancy, Productivity)
Excellent communication and stakeholder management skills
Ability to manage multiple priorities in a fast‑paced environment
High attention to detail and data accuracy
No active PIP within the last 6 months
Good Attendance Record, 85% or higher for the last 90 days
QA Scores, 85% or higher average for the last 90 days
LOB KPIs at or above goal for the last 90 days
For lateral transfers, 6 months in current role/LOB
For promotions, no minimum tenure required

Nice To Haves

Experience supporting multi‑skill or omni‑channel environments (voice, chat, email, social media)
Experience in BPO or large contact center environments
Knowledge of financial modeling, cost optimization, or budget planning
Exposure to automation, forecasting enhancements, or advanced analytics
1 year of previous leadership within a call center environment preferred

Responsibilities

Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities
Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts
Translate forecasts into interval‑based staffing and capacity requirements
Develop headcount plans accounting for shrinkage, attrition, absenteeism, and ramp assumptions
Identify capacity gaps and surpluses and recommend mitigation strategies
Support hiring plans, ramp‑up/down strategies, and resource mix optimization
Partner with Scheduling to ensure staffing plans are executable and sustainable
Conduct “what‑if” and sensitivity analyses to assess risks related to volume, AHT, shrinkage, or staffing changes
Model peak events, holidays, and worst‑case demand scenarios
Develop contingency plans for unplanned attrition, demand spikes, or operational disruptions
Provide proactive recommendations to protect service levels and business outcomes
Work closely with Operations to align capacity plans with performance targets and delivery expectations
Partner with Finance to align staffing plans with budget and cost assumptions
Collaborate with Recruitment and Training on hiring volumes, class sizes, and onboarding timelines
Support Real‑Time and Scheduling teams with planning insights and risk flags
Track actual performance against forecasted demand and capacity plans
Perform root cause analysis for forecast, staffing, or service level variances
Produce regular and ad‑hoc capacity plans, dashboards, and leadership summaries
Maintain accurate documentation of planning assumptions, methodologies, and decisions
Maintain planning data within WFM platforms (e.g., IEX/Genesys, Verint, NICE, Aspect, Kronos)
Validate data accuracy and ensure integrity across forecasting and planning systems
Support audits, governance reviews, and client reporting requirements
Contribute to WFM process standardization and best‑practice adoption