Job Summary:

As a Workforce Planner, you will play a critical role in ensuring the efficient allocation of

human resources within our organization. You will be responsible for analyzing data, forecasting staffing needs, creating schedules, and optimizing workforce utilization to support operational goals. Your role will involve collaborating with various departments to align staffing levels with demand, while maintaining a focus on employee satisfaction and productivity, analyzing data, creating schedules and making adjustments to meet the contact center needs. The Workforce Planner and scheduler should possess relevant Planning & Scheduling experience with a range of communication channels and platforms, such as phone calls, chat, email, back-office tasks, social media, and more.

Reporting to: WFM Manager / WFM Senior Manager

Key Responsibilities:

Demand Forecasting:

- Analyze historical data, trends, and market dynamics to accurately forecast

staffing requirements across different departments and functions.

- Collaborate with Client services and operations teams to gather insights that

influence demand predictions.

- Develop models and tools to project staffing needs based on changing business

conditions. • Resource Allocation & Schedule creation :

- Create staffing plans and schedules that match workforce availability with

predicted demand, considering factors such as peak seasons, special events, and

project timelines.

- Utilize workforce management software and historical data to forecast staffing

needs.

- Optimize staffing levels to ensure operational efficiency while minimizing

overstaffing or understaffing situations.

Data Analysis:

- Proficiency in data analysis and workforce tools such as NICE IEX, Excel,

Google sheets etc.

- Collect, analyze, and interpret data related to employee performance, attendance,

turnover, and other relevant metrics.





- Identify patterns and trends to make informed decisions on workforce planning

strategies.

Collaboration:

- Work closely with HR, recruitment, and training teams to align hiring and

onboarding processes with workforce requirements.

- Coordinate with department managers to understand their staffing needs and

provide recommendations for adjustments.

Creation and Maintenance:

- Create employee schedules that balance business needs with employee

preferences, availability, and legal requirements.

- Monitor and update schedules in real-time to address changes in demand,

unforeseen absences, or operational disruptions.

Performance Metrics:

- Monitor key performance indicators (KPIs) related to workforce utilization,

schedule adherence, and employee satisfaction.

- Generate reports and insights for management to assess the effectiveness of

workforce planning strategies.

Continuous Improvement:

- Identify areas for process improvement and automation within workforce

planning procedures.

- Implement best practices to enhance the efficiency and accuracy of forecasting

and scheduling processes.

Compliance:

- Ensure adherence to labor laws, regulations, and collective bargaining agreements

when creating and modifying schedules.

- Maintain compliance with relevant labor regulations and internal policies.

Qualifications:

• Bachelor's degree / 12+3 years of formal education. A Master's degree is a plus.

• Proven experience 6+years working within a contact center environment including 4+

years of experience in workforce planning, capacity planning.

Skills:

• Robust analytical skills with the ability to interpret data and trends.

• Proficiency in using workforce management software and tools like tools such as NICE IEX, Excel, Google sheets etc.

• Excellent communication and collaboration skills to work effectively with cross-

functional teams.

• Detail-oriented and capable of handling multiple priorities in a fast-paced environment.

📌 WFM Planner (Punjab)
🏢 TaskUs
📍 Punjab