Capacity & resource planner

Descriptif du poste

Job Summary:
The Capacity & Resource Planner is responsible for the strategic long-term and tactical short-term planning of all resources to ensure Yource meets its service level commitments efficiently and effectively. This role translates the demand forecast into a comprehensive capacity and staffing plan, identifying and addressing potential gaps or surpluses. The Capacity & Resource Planner works closely with Forecasting, HR, Recruitment, L&D, and Operations to manage headcount, skills, and availability, ensuring the right people are in the right place at the right time.

Key Responsibilities:

Capacity Planning:

Translate forecasted demand, productivity assumptions, and SLA targets into detailed workload and FTE requirements across monthly, weekly, daily, and interval levels.

Develop and maintain the 52-week rolling capacity plan, with a focus on the upcoming 13-week tactical window, to identify the optimal mix of FTEs across various countries and sites.

Model and analyze different "what-if" scenarios to proactively identify future capacity risks (gaps) and opportunities (surpluses).

Propose and validate action plans to fix imbalances, such as reducing shrinkage, approving overtime, identifying hiring needs, or suggesting cross-skilling initiatives.

Process and implement adjustments to the capacity plan based on re-forecasts or demand changes.

Resource Management:

Manage and update the master data for all agents, including headcount, skills, certifications, availability, and contract types for planning purposes.

Oversee and govern absence and leave management procedures, including the approval of Planned Time Off (PTO) based on capacity, and defining critical blackout periods.

Perform attrition analysis, oversee the backfill planning process, and deliver clear hiring signals (quantities, skills, timing) to HR and Recruitment.

Collaborate with Operations and Learning & Development to identify and plan for onboarding, nesting, and cross-skilling opportunities.

Stakeholder Collaboration:

Discuss the capacity plan with customers, WFM Business Partners, and Account Directors, explaining the FTE requirements and the impact of any constraints.

Serve as the primary contact for HR and Recruitment, ensuring clear alignment on hiring needs and achievable lead times.

Attend weekly and quarterly capacity review meetings to present staffing outlooks, discuss risks, and align on strategic decisions.

Provide the Scheduling team with a clear understanding of resource availability and constraints to ensure efficient schedule creation.

Profil Recherché

5+ years of experience in workforce management, with a strong background in capacity planning, resource planning, or a similar strategic WFM role.

Advanced proficiency in capacity modeling, workload calculation, and requirement calculation methodologies (e.g., Erlang).

Strong analytical skills, with the ability to analyze complex data sets and make data-driven recommendations.

Experience with WFM software (e.g., NICE WFM, Verint, Calabrio) and advanced proficiency in Excel.

Excellent collaboration and communication skills, with a demonstrated ability to partner with and influence stakeholders across different departments (HR, Finance, Operations).

Strong understanding of contact center operations and the end-to-end WFM lifecycle.

Bachelor’s degree in Business Administration, Mathematics, Statistics, or a related field is preferred.

Avantages sociaux et autres

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Amplitude horaire

Business Hours

Salaire Net + primes

Interesting Salary Package according to experience and Profile