WFM Capacity Planner

1 semana atrás

Lisboa, Lisboa, Portugal Bolt Technology Tempo inteiro 40 000 € - 80 000 € por ano

We are seeking a WFM Capacity Planner to optimize our customer support operations by ensuring precise capacity management and providing strategic insights to meet business needs effectively.


About us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission

About the role

As a WFM Capacity Planner, you will play a crucial role in streamlining customer support operations by analyzing data and forecasting future demand to ensure the right resources are available at the right time. Your primary focus will be on predicting staffing needs, enhancing resource allocation strategies, and supporting operational efficiency. A strong understanding of the scheduling process, including occupancy simulation, will be essential in making informed decisions to balance workforce availability and customer demand. By conducting detailed analyses of historical trends and real-time data, you will provide key insights that directly impact our ability to deliver exceptional customer experiences while minimizing costs. You will also collaborate with cross-functional teams to align workforce planning with broader business objectives.

Main tasks and responsibilities:

  • Build and maintain monthly down to weekly capacity plans at queue, market, and team level (in-house and outsourced) by translating the forecasts into FTE requirements, factoring in handling times, shrinkage, productivity assumptions, and SLA goals.
  • Validate monthly and weekly volume forecasts accuracy in collaboration with Data and Data Science Forecasting teams, ensuring realism and consistency across markets and channels.
  • Run occupancy simulations by designing shifts based on the latest arrival patterns to analyze occupancy outcomes. These insights will inform capacity planning and ensure accurate resource sizing.
  • Support the operations team and regional planners on improving staffing levels and resource allocation globally to ensure customer demand is met in a timely and efficient manner.
  • Track and analyze critical contractual metrics like FRT, AHT, shrinkages, occupancy and other relevant data to improve performance of global service level targets.
  • Work with the BPO team to assess staffing needs and provide data-driven insights that inform hiring decisions and help with budgeting for necessary resources.

About you:

  • 2-3 years of experience in workforce planning such as scheduling, forecasting and capacity planning within customer service, with a proven ability to use data for decision-making.
  • Advanced Excel or Google sheet skills, including building and designing dashboards
  • Strong analytical skills to identify trends and extract insights from large datasets, with experience in Looker, Superset, Tableau or similar visualization tools.
  • Familiarity with workforce planning tools like Assembled, Verint, Calabrio or NICE.
  • Independent, adaptable, and effective at managing workloads with minimal supervision.
  • A curious mindset focused on improving processes and achieving cost-effective solutions.

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don't tick every box, please consider applying

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