WFM Planning Manager

About the role

The team brings a people-first mindset paired with strategy and operations to achieve its goals, moving quickly, applying first-principles thinking, and focusing on problem-solving to ensure seamless execution. The team manages workforce capacity planning, scheduling, and real-time operations for a large and growing global network of in-house and outsourced support centers, with the goal of delivering an outstanding customer experience reliably, at scale.

What you'll do

• You're excited about this opportunity because you will…
• Own capacity plans and scheduling coverage across an integrated scope spanning in-house and outsourced/vendor sites
• Own KPI performance — service level, occupancy, over/under staffing, and quality — and lead root-cause analysis and recovery planning when performance slips
• Lead goal-setting for your area and track progress, translating results into clear updates for leadership
• Partner cross-functionally to align staffing supply with evolving business priorities, and drive process and efficiency improvements

What you need

• 5–7 yrs of experience
• Reporting
• SQL
• Excel
• Vendor management
• Root cause analysis
• Tableau
• Any graduate