BPO WFM Forecasting & Capacity Planning

Key Responsibilities

• Build and maintain volume, AHT, and FTE forecasts
• Perform capacity planning and headcount modeling
• Calculate and analyze occupancy, shrinkage, and utilization to optimize staffing
• Perform manual WFM calculations for planning and scheduling
• Manage RTA analysts and execute scheduling to ensure real-time performance aligns with forecasted requirements
• Analyze forecast vs. actual variances and recommend improvements
• Support scenario planning (seasonality, ramp, attrition impacts)

Qualifications

• 3-4+ years WFM experience in a BPO/contact center environment
• Strong knowledge and hands-on experience in capacity planning and forecasting
• Proven ability to build volume, AHT, and FTE forecasts ...