Workforce Planner

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Acquire BPO is an award-winning business process outsourcing provider We support some of the world’s largest brands, offering contact center and back-office services across offshore, nearshore, and onshore locations. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment Why Join the A-Team? Come for a career, stay for the fun!

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways (like the car in 2023)
• Get recognized through our ‘Value Awards’
• Grow your career – yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A Glimpse into Your New Role As a Workforce Planner, you will ensure optimal staffing levels to meet service level agreements (SLAs) by analyzing historical call center data, forecasting call volumes, and optimizing workforce planning. You will work closely with stakeholders across different locations to ensure efficient resource utilization using Genesys Cloud Workforce Management tools Your Responsibilities:

• Analyze historical data and develop accurate demand forecasts
• Plan and optimize shift schedules, rosters, and agent allocations
• Track forecast accuracy and generate workforce performance reports
• Identify trends and recommend process improvements
• Leverage Genesys Cloud WFM to improve operational efficiency

What You’ll Bring

• 2+ years of experience in workforce planning, forecasting, or data analysis
• Proficiency in Genesys Cloud WFM or similar workforce management tools
• Strong Excel skills and experience with Power BI (preferred)
• Excellent analytical and problem-solving skills
• Strong communication and ability to collaborate with stakeholders

With a diverse global team working together, we proudly embrace and live by these shared values: Collaboration: Brilliant jerks can be brilliant elsewhere.
Impact: Do, get it done, create impact.
Passion: Be positive, bring passion and energy.
Transparency: A transparent team can help each other What are you waiting for? Join the A-Team and experience the A-Life! Join the A-Team and experience the A-Life!