Workforce Capacity & Resource Planner

Sofia

Customer Service

Flexible Hybrid 1-3 years of professional experience

Short Description

Manpower is a global leader in workforce solutions and HR services. On behalf of our international client operating in the customer experience and business services sector, we are looking for an analytical and proactive professional to join their team as Workforce Capacity & Resource Planner

Description

• Analyse workload forecasts and translate expected demand and service level targets into staffing requirements;• Develop and maintain short-term and long-term capacity and resource plans;• Monitor workforce headcount, employee availability, skills and absence levels;• Analyse attrition trends and identify future recruitment needs;• Develop different planning scenarios to identify potential staffing gaps or excess capacity and recommend appropriate solutions;• Work closely with Recruitment, HR, Operations and Learning & Development teams to ensure alignment between staffing needs and available resources;• Prepare reports and data-driven recommendations to support operational and strategic decisions.

Requirements

• Previous experience in Workforce Management (WFM), capacity planning, resource planning or operational workforce management;• Experience with workload calculations, staffing forecasts, headcount planning or scheduling;• Team Leaders with a strong analytical background and practical experience in workforce planning are also encouraged to apply;• Strong analytical and problem-solving skills, with the ability to interpret data and identify trends;• Fluent English;• Good MS Excel skills;• Experience with WFM systems such as NICE, Verint, Calabrio or similar would be an advantage.

Offer

• Competitive remuneration and additional benefits;• Initial training and ongoing support;• Hybrid working model from the company's Sofia office;• Business working hours, Monday to Friday, with no weekend shifts;• Opportunities for professional development within the Workforce Management field.