Workforce Planning Consultant

Overview In this role you’ll forecast demand and optimize staffing for the SISU contact center, aligning workforce strategy with business drivers and campaigns. You’ll partner with Operations, Marketing, Finance, and leadership to deliver data-driven insights that balance customer experience with cost efficiency. You’ll drive forecasting accuracy, capacity planning, and continuous improvement to support scalable, compliant contact center operations. This position offers remote work and exposure to cross-functional initiatives that shape staffing models and service levels in a trusted life-insurance context. Responsibilities Forecast demand and capacity for SISU and DSU operations Create and maintain capacity plans aligned with forecasted demand, service levels, and budgets Analyze workforce metrics (forecast accuracy, occupancy, utilization, shrinkage, schedule adherence, attrition, AHT, service levels) to identify trends and risks Provide proactive staffing recommendations (hiring, overtime, cross-training, shifts)Recommend operating hours, shift structures, and part-time strategies based on demand and availability Partner with Operations, Marketing, Finance, HR, and leadership to anticipate workload impacts from initiatives Translate analytics into actionable staffing recommendations balancing CX, engagement, service levels, and financial goals Lead or support workforce planning initiatives to improve productivity and efficiency Serve as SME on staffing software and collaborate with IT/vendors on enhancements Support business continuity with contingency staffing plans Stay current on WFM best practices and technology trends Key requirements 5+ years of workforce management/planning or contact center analytics experience Knowledge of contact center metrics Strong attention to detail and communication skills Proficiency in Microsoft Office Suite Strong analytical skills Knowledge of regulatory compliance in a sales environment Analytical thinking Collaboration & communication Drive for results Microsoft Office Suite (Excel, Word, Outlook)WFM tools and forecasting methodologies for multi-skill/multi-channel contact centers (preferred)QA tools such as NICE, Calabrio, Verint (preferred)