Workforce Management (WFM) - Capacity Planner

About the role

The Capacity Planner role (CP) operates as a specialist role within CEG’s WFM team. The CP is a ‘subject matter expert’ in WFM, in this way the role holders support CEG balance the demands to customer SLA targets and business objectives.

What you'll do

• Providing support, through forecasting and operational capacity performance analysis, to the CEG front line operations
• Create medium term forecast (4-12 weeks) based on latest HC model FC, considering latest demand and AHT trends
• Calculate daily and hourly HC requirement (per channel) to be used by Schedule Planners in roster planning
• Create short-term forecast (0-4 weeks) to see possible short falls on staffing based on actual scheduled HC
• Manage planned shrinkage (external and internal) based on team’s capacity

What you need

• Excel
• Demand planning
• Data analysis
• Data visualisation
• PowerPoint
• Class 12