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.