Workforce Planner

Galls • Lexington, KY

6d

About The Position

The Workforce Planner plays a vital role in ensuring optimal staffing and
scheduling within the call center to meet service level agreements and deliver
exceptional customer experiences. This position is responsible for forecasting
call volumes, analyzing historical trends, and developing workforce strategies
that align with operational goals. By collaborating with operations, human
resources, and training teams, the Workforce Planner ensures the right number of
agents with the appropriate skills are available at the right times. The role
also involves monitoring real-time performance, adjusting staffing plans as
needed, and providing actionable insights to improve efficiency, reduce costs,
and enhance employee engagement.

Requirements

• Bachelor’s degree in Business, Statistics, Operations Management, or related field (or equivalent experience).
• 2+ years of experience in workforce planning or call center operations.
• Proficiency in workforce management software (e.g., NICE,Verint).
• Strong analytical skills and experience with data analysis tools (Excel, SQL,etc.).
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Responsibilities

• Develop and maintain short- and long-term forecasts for call volumes, staffing needs, and shrinkage.
• Create and manage agent schedules to ensure coverage meets forecasted demand and service level targets.
• Monitor real-time adherence and intraday performance, making adjustments as needed to optimize staffing.
• Analyze historical data and trends to identify opportunities for process improvement and cost savings.
• Collaborate with operations leaders to understand business needs and incorporate them into workforce planning.
• Provide regular reporting and insights to leadership on staffing performance, forecast accuracy, and scheduling efficiency.
• Support workforce management systems and tools, ensuring data integrity and effective utilization.
• Participate in planning for seasonal peaks, special campaigns, and other volume-impacting events.
• Partner with HR and Training to align hiring and onboarding timelines with staffing forecasts.

Benefits

• Excellent medical/dental and vision coverage— Eligible 1st day of the month after start date
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Day Shifts Only

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees