WFM Capacity Planner

*This position is on site either in Santiago, Dominican Republic or Hermosillo, Mexico.

*This position requires intermediate - advanced spoken English level (B2+).

*If you're interested in the position, please apply with your resume in English.

Support Services Group is a leading U.S.-based global provider of high-touch omnichannel outsource contact center solutions.

Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world’s top brands and their customers.

We are an ambitious team of game changers who thrive on solving complex problems.

Position Summary

The WFM Capacity Planner plays a critical role within the Workforce Management team, responsible for analyzing staffing needs and developing data-driven scheduling recommendations to ensure optimal operational efficiency. This role leverages historical trends, forecasting models, and performance reports to accurately project staffing requirements, supporting both current and future business demands.

KEY RESPONSIBILITIES

Analyze and develop weekly scheduling recommendations to ensure optimal staffing levels.

Utilize trends and reports to accurately forecast staffing requirements.

Assume and perform various duties and responsibilities essential to the position's success.

Produce and process schedules and reports promptly as requested by clients.

Work closely with the operations team to analyze and enhance delivery processes.

QUALIFICATIONS

Must have 2-3 years in Capacity Planning within the Workforce Management department.

Background in Outbound and NonLive Planning is an advantage.

Attention to detail and a commitment to maintaining a high level of accuracy.

Ability to prioritize workload, meet deadlines, and manage multiple tasks effectively.

Working experience creating MS Excel reports and templates.

Strong organizational skills coupled with excellent analytical abilities.

Professional oral and written communication skills.

Organized with the ability to adapt to change quickly and effectively.

Excellent attendance record, demonstrating your commitment and reliability.

Why Join Us?

Impact: Shape the future of our operations and contribute to our organizational success.

Collaborative Environment: Work closely with a dynamic operations team dedicated to improvement and innovation.

Growth Opportunities: Expand your skills and expertise in a supportive and encouraging environment.

Competitive Benefits: Enjoy a comprehensive benefits package and competitive salary. #BetterWithSSG

If you're ready to take on a challenging and rewarding role where you can make a difference, apply now and join us in shaping the future of our organization!

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Noise level in the work environment is usually quiet

Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.