workforce Management resource planner - pioneering teamLumina Datamatics Corporation

Join our dynamic team as a Resource Planner! We are seeking an experienced professional with a strong background in Workforce Management (WFM) to take charge of scheduling, forecasting, and optimizing resources in a fast-paced setting. If you have a passion for data-driven decision-making, advanced skills in WFM tools, and a commitment to operational excellence, this role is perfect for you! This position offers an exciting pathway to grow your career in a pioneering team.
 
What You'll Do:
Forecasting Workforce Needs: Analyze historical data and project staffing requirements to ensure optimal resource allocation based on business demands.
Scheduling and Shift Planning: Develop and manage schedules to balance workload and availability, minimizing resource gaps and overtime.
Capacity Planning: Monitor team capacity and workload distribution to ensure efficient use of resources, adjusting plans as needed to meet peak times or special projects.
Data Analysis and Reporting: Use workforce management tools to gather data, track key performance indicators (KPIs), and prepare reports to provide insights into staffing efficiency and productivity.
Collaboration with Stakeholders: Work closely with department heads, HR, and operations teams to align resource plans with overall business goals and project timelines.
Adaptation to Business Needs: Respond proactively to last-minute changes, such as sick leave or unexpected demand surges, by reallocating resources to maintain service levels.
Continuous Improvement: Identify areas for process improvement within resource planning and implement strategies to optimize productivity and reduce costs.
Compliance and Policy Adherence: Ensure all resource plans comply with company policies.
What We're Looking For:
Must have a Bachelor's Degree/Bachelor's degree in Mathematics, Science, Statistics, or related field
4+ years of WFM experience in scheduling and planning; forecasting experience is a plus.
Proficiency in WFM tools like IEX and Verint is required.
Advanced Excel skills required; knowledge of Python or R is a bonus.
Strong understanding of operations across phone, email, chat, and social media support.
Experience in forecasting and scheduling for contact centers is essential.
Clear communication for client and stakeholder management.
Strong team player and capable individual contributor.
VBA and Macro knowledge in Excel is an advantage.
Proficiency in MS Office (Word, PowerPoint, Outlook).