CX Workforce Management Planner

Develop short-, medium-, and long-term forecasts for customer contact volumes across multiple
Analyse historical contact patterns, seasonality, trends, and relevant business drivers.
Improve forecast accuracy through variance analysis and root-cause identification.
Translate expected demand into staffing requirements by interval, day, and channel.
Translate demand forecasts into clear capacity requirements.
Create and maintain workforce plans and schedules using a rolling six-week forecast.

At least five years of experience in Workforce Management, contact centre operations, or service
Strong experience with forecasting, capacity planning, scheduling, and intraday management.
Good understanding of contact centre KPIs and operational drivers.
Strong analytical, numerical, Excel, and data-analysis skills.
Experience with Workforce Management or contact centre technology is an advantage.
Ability to translate complex data into clear operational actions and recommendations.

Opportunity to shape and professionalise Workforce Management within a dynamic, multibrand Customer
Meaningful influence over capacity decisions, operational efficiency, service performance, and
Direct support for the development of a more proactive, scalable, and data-driven CX organisation.
Competitive and robust total compensation and benefit packages.
Challenging and accelerated opportunities for growth.
Shared hunger for success.