Workforce Planning Analytics Specialist

Lead workforce forecasting and analytics for Call Centre operations, using Genesys Cloud and advanced Excel to align staffing with customer demand.This experienced Specialist leads the Workforce Planning team across forecasting, capacity planning, scheduling, and real-time management. The position uses operational data to identify staffing gaps, assess risks, and recommend resource adjustments. Collaboration spans Call Center, Operations, Training, Human Resources, Payroll, and Benefits partners.Key Responsibilities:
Lead, coach, and develop the Workforce Management teamOversee forecasting, capacity planning, scheduling, and real-time operationsAnalyze contact volumes, service levels, productivity, and adherenceDirect staffing and skill adjustments to optimize coverageProvide data-informed staffing and resource utilization recommendationsRequirements:
Progressive Workforce Management, forecasting, or scheduling experienceProficiency in Genesys Cloud Workforce Management and analyticsAdvanced Excel and dashboard or business intelligence experienceExperience leading, supervising, or coordinating a teamAvailability for rotating days, evenings, weekends, and holidaysApply workforce planning, Genesys Cloud analytics, and leadership expertise to strengthen Call Centre staffing and service performance.
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