CX Workforce Management Planner

📋 Description

• Develop short-, medium-, and long-term forecasts for customer contact volumes across multiple
• Analyse historical contact patterns, seasonality, trends, and relevant business drivers.
• Improve forecast accuracy through variance analysis and root-cause identification.
• Translate expected demand into staffing requirements by interval, day, and channel.
• Translate demand forecasts into clear capacity requirements.
• Create and maintain workforce plans and schedules using a rolling six-week forecast.

🎯 Requirements

• At least five years of experience in Workforce Management, contact centre operations, or service
• Strong experience with forecasting, capacity planning, scheduling, and intraday management.
• Good understanding of contact centre KPIs and operational drivers.
• Strong analytical, numerical, Excel, and data-analysis skills.
• Experience with Workforce Management or contact centre technology is an advantage.
• Ability to translate complex data into clear operational actions and recommendations.

🎁 Benefits

• Opportunity to shape and professionalise Workforce Management within a dynamic, multibrand Customer
• Meaningful influence over capacity decisions, operational efficiency, service performance, and
• Direct support for the development of a more proactive, scalable, and data-driven CX organisation.
• Competitive and robust total compensation and benefit packages.
• Challenging and accelerated opportunities for growth.
• Shared hunger for success.