The WFM Supervisor for Planning oversees and optimizes workforce management processes related to short-term forecasting, long-term forecasting and  capacity planning. This role ensures alignment with organizational goals and provides leadership to the Planning teams to deliver efficient staffing solutions while maintaining service levels.

• Lead and manage a team of planners, ensuring accurate forecasting and capacity planning.
• Collaborate with other departments to align capacity plans with business objectives.
• Ensure adherence to staffing plans, budgets, and service level agreements (SLAs).
• Conduct regular audits to identify inefficiencies and implement corrective measures.
• Analyze workforce data to identify trends, risks, and opportunities for process improvement.
• Provide coaching, training, and performance evaluations for the Planning team.
• Maintain up-to-date knowledge of WFM tools and technologies.
• Responsible for completing client deliverables regarding forecasts, staff plans, locks and commitments and any staffing reports, etc., of the client and internal stakeholders.

• 3+ years of experience in workforce management with a focus on planning and scheduling.
• Proficiency in WFM tools such as NICE, Verint, or equivalent.
• Strong analytical skills and proficiency in Microsoft Excel.
• Proven leadership and team management experience.
• Excellent communication and interpersonal skills.
• Willing to work any shift in a 24/4 period
• Ability to work under pressure and manage competing priorities.
• Ability to work with minimal supervision and support Operational requirements and objectives.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.