- Develop and maintain accurate short-term and long-term forecasts for outsourced contact center volumes based on historical data, trends, and business drivers.
- Collaborate with various stakeholders to gather information on upcoming promotions, product launches, and other events that may impact contact center volumes.
- Conduct regular analysis to identify patterns, trends, and anomalies in contact center data to refine forecasting models.
- Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting.
- Own end-to–end tracking and control processes for forecasting headcount, site capacity, and metrics performance across a complex partner network.
- Build optimal long-term staffing plans by balancing the needs between the customer experience, operational flexibility, and cost effectiveness.
- Compliance model
- Create daily forecasts by product, region, and support channel and share the plan with respective contact center partners.
- Evaluate and provide feedback on the contact center partner's staffing plan to ensure the quantity of labor is sufficient to meet service levels while minimizing unnecessary labor costs.
- Retroactively monitor adherence to the plan and make necessary adjustments to the forecast to address unexpected fluctuations in call volumes.
- Mitigate capacity risks and provide capacity levers by managing dependencies across multiple BPO partners and clearly communicate opportunities.
- Collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances.
- Capable of building staffing and cost models using hypothetical scenarios as a precursor to potential changes to the business
- Collate and communicate estimates for budget planning purposes.
- Establish and monitor key performance metrics, providing regular reports to leadership on workforce performance and efficiency.
- Identify areas of improvement and implement strategies to enhance contact center performance, thereby lowering costs per customer contact.
- Analyze historical data and provide insights to aid in decision-making for staffing adjustments and process improvements.
- Continually seek new data points that can help maintain an accurate volume forecast.
- Able to evaluate trends, build forecasts, and establish workforce planning best practices using MS Excel.
- Proficient with Excel, Word, PowerPoint, Slack and other business tools.
- Stays abreast of industry trends and advancements in workforce management technology.
- Recommend innovative technology when it can drive improvements with forecast accuracy.
- Collaborate with other departments such as Operations, Learning & Development, Release Planning, Finance, and Tools & Technology to ensure alignment between workforce strategies and overall business goals.
- 7+ years of experience preferred in FP&A, Capacity Planning, Strategy, Finance or WFM experience.
- Proven experience in BPO workforce management, with a focus on forecasting, scheduling, headcount distribution, and staffing analysis, preferred.
- Strong analytical and quantitative skills, with proficiency in using or recommending workforce management tools and software.
- Excellent communication and interpersonal skills, with the ability to work collaboratively across departments and with our contact center partners.
- Knowledge of contact center operations
- Experience in project management and process improvement is a plus.
- Experience with Assembled Workforce Management BPO management tool is a plus.
- Detail-oriented and organized, with a continuous improvement mindset.
- Proactive and able to anticipate and respond to changing demands.
- Ability to work under pressure and meet tight deadlines.
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Description
Who We Are...
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the bringing our characters to life, the bringing them to your living rooms and the creating what's next...
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Your New Role...
We are seeking an experienced Contact Center Workforce Manager with a strong background in workforce planning, forecasting and evaluation of delivery against the plan. The ideal candidate will be responsible for building forecasts for each of our global lines of businesses, budgeting labor expenses, evaluating BPO staffing efficiency, and measuring volume delivery against forecast. The candidate should have experience communicating and working with multiple BPO partners located in North America, Latin America, EMEA and APAC, to ensure delivery against the plan.
Your Role Accountabilities...
Workforce Planning:
Scheduling and Staffing:
Forecast Modeling & Budgeting:
Performance Monitoring and Reporting:
Technology and Tools:
Cross-Functional Collaboration:
Qualifications and Experience...
Personal Attributes:
If you are a strategic thinker with a passion for optimizing contact center operations and have a proven record of accomplishment in workforce management, we encourage you to apply and contribute to the success of our global organization.
How We Get Things Done...
This last bit is probably the most important Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
The Legal Bits...
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $74, $138,840.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
