Workforce Planner Role
A Workforce Planner in a contact centre environment is responsible for forecasting, scheduling and real-time resource planning to ensure optimal staffing levels, service delivery and operational efficiency.
Key Responsibilities
- Forecast call volumes and workload across contact centre channels
- Create and manage staff schedules to meet service level targets
- Monitor real-time performance and adjust staffing as needed
- Analyse historical data to identify trends and improve accuracy
- Coordinate with team leaders on leave, training and shift planning
- Provide regular reporting on adherence, occupancy and productivity
- Recommend resourcing strategies based on demand patterns
Qualifications and Skills
- Experience in workforce planning or resource coordination
- Knowledge of WFM systems (e.g. Genesys, NICE, Calabrio or Verint)
- Strong analytical skills with experience in forecasting and scheduling
- Proficient in Excel and reporting tools
- Understanding of contact centre operations and KPIs
- Excellent attention to detail and problem-solving skills
- Effective communication across operations, HR and leadership teams
Key Attributes of a Successful Workforce Planner
- Analytical and data-driven with strong planning skills
- Organised and responsive to real-time changes and challenges
- Proactive and forward-thinking in resource optimisation
- Calm under pressure with strong time management
- Collaborative and clear in communication with stakeholders
- Detail-oriented and accurate in forecasting and reporting
- Focused on efficiency, service levels and employee experience
We are a sales recruitment agency that your organisation can rely on to find full time or temporary sales staff.
Get in touch with SMAART Recruitment by filling out our quote form below, visiting our Contact page, or speaking with a friendly staff member by calling us today on 1300 762 278.
