Strategic Workforce Planner II – Call Center Forecasting

Capgemini; Mexico; On-site; PHP 446,400 - 781,200; Full time

Benefits offered by this job

Competitive salary

Bonuses

Flexible work arrangements

Health insurance

Pension plan

Meal tickets

Life insurance

Job summary

Capgemini, on behalf of a major U.S. insurer client, seeks a Workforce Specialist II to optimize staffing for multi-line contact center operations. You will forecast demand, schedule staff, and analyze performance to balance efficiency with customer service goals.

Ideal candidates bring strong WFM background, CNA experience in call centers, and proficiency in NICE WFM, SQL, and Excel, with ability to influence leaders and drive process improvements.

Qualifications

• Proven experience in workforce management and capacity planning.
• Experience in forecasting and scheduling for contact centers.
• Analytical skills to interpret large operational data sets.
• Proficiency with NICE WFM and Cisco Telephony platforms.
• Strong Excel skills and intermediate SQL for reporting.

Responsibilities

• Develop long-term workforce forecasts based on demand and trends.
• Execute forecasting and scheduling to maintain service levels.
• Analyze workforce data and recommend staffing actions.
• Partner with Finance for budgeting and forecasting.
• Communicate insights to leadership and stakeholders.
• Support scheduling activities including PTO and bids.
• Contribute to monthly/quarterly business reviews.

Skills

Workforce Management (WFM)

Contact center experience

Forecasting

Scheduling

SQL (intermediate)

Excel (advanced)

NICE WFM

Cisco Telephony

Tools

NICE WFM

Cisco Telephony

Job description

Capgemini, on behalf of a major U.S. insurer client, seeks a Workforce Specialist II to optimize staffing for multi-line contact center operations. You will forecast demand, schedule staff, and analyze performance to balance efficiency with customer service goals.

Ideal candidates bring strong WFM background, CNA experience in call centers, and proficiency in NICE WFM, SQL, and Excel, with ability to influence leaders and drive process improvements.