Planner – Workforce Management (WFM) at Hugo Technologies

Job Summary

• A Workforce Management (WFM) Planner is responsible for forecasting workload, creating staffing plans, scheduling resources, and ensuring optimal workforce utilization to meet operational and service-level goals.
• The role supports productivity, cost efficiency, and customer experience through accurate planning and real-time workforce analysis.

Key Responsibilities

• Analyze historical data and business trends to forecast staffing requirements.
• Prepare short-term and long-term workforce Capacity plans.
• Create and maintain employee schedules/rosters.
• Monitor service levels, occupancy, shrinkage, and adherence metrics.
• Coordinate with operations teams to align staffing with business demand.
• Manage intraday staffing adjustments and real-time scheduling changes.
• Generate daily, weekly, and monthly WFM reports and dashboards.
• Identify gaps in staffing and recommend optimization strategies.
• Support leave planning, shift management, and overtime control.
• Ensure compliance with labor policies and organizational standards.
• Collaborate with HR, Operations, and Training teams for manpower planning.

Qualifications

• Bachelor’s degree in Business, Mathematics, Statistics, Operations, or related field.
• 1–5 years of experience in Workforce Management, Resource Planning, or Operations Planning.
• Experience in BPO, customer support, contact center, logistics, or operations environments preferred.

Required Skills:

• Strong analytical and problem-solving abilities.
• Advanced knowledge of Excel and reporting tools.
• Good Understanding of forecasting and capacity planning concepts.
• Familiarity with WFM tools such as:
  • NICE IEX
  • Verint
  • Genesys Cloud
  • Calabrio
  • Assembled
• Good communication and stakeholder management skills.
• Ability to work in fast-paced operational environments.
• Knowledge of KPI metrics such as SLA, AHT, shrinkage, occupancy, and utilization.