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WF Planner

Req ID#:  363129

Dallas, TX, US, 75243

WF Planner


About Us

Learn, Lead & Grow at Sitel Group®  

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. Flex Learning 

GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.  

BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  

WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  

GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.  

MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group.  


About Sitel Group®  

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customers touch points. With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation, and data-driven analytics – with the expertise, emotion, and empathy of our people to Create Connection. Value Conversation 

Job Summary

The Workforce Planner will have the following responsibilities:

  • Analyzes historical data and volume projections; monitors and adjusts our Contact Center Call Management systems to maximize resource utilization.
  • Monitors network service levels using the ACD on a real-time basis and takes appropriate actions based on threshold exceptions.
  • Responsible for overall reporting, staffing & scheduling, Real-time productivity management, account service level, and completion of required supporting documentation for Client reports, and internal reports.
  • Monitors Intra –day scheduling forecast compared to actual volumes and makes necessary adjustments throughout the day as required.
  • Identifies the need for extra work hours or downtime and coordinates with the Operations team to handle the call volume.
  • Tracks scheduling exceptions including attendance approved off-phone activity, or policy violations. Coordinates validation and approval of shift exchanges.
  • Run “what-if” scenarios for operations or other support groups as requested.
  • Tracks equipment outages, and reports outages, and computer system problems/failures to appropriate personnel.
  • Interfaces with systems and ACD personnel to deliver reports in a timely manner.
  • Performs other duties as assigned, including report development and distribution beyond call data.
  • Deliver reports on time as requested by the client and/or management.
  • Attend meetings and conference calls.
  • Respond to emails in a timely fashion.
  • Acts decisively to solve account-specific/individual issues related to data generation/analysis /interpretation.
  • On site opportunity

Primary Job Responsibilities

Qualifications for the WFM Planner include:

  • Excellent business analytical skills.
  • Strong verbal and written communication skills.
  • Good organizational and time management skills.
  • Knowledge of scheduling processes and automated software, preferably Cisco, TCS, or IEX.
  • Working knowledge of Microsoft Excel and other Office applications, as well as moderate proficiency in troubleshooting IT Systems.
  • Ability to work independently and handle multiple tasks, details, and interruptions, able to work under time constraints and meet deadlines. 
  • Ability to operate a computer, telephone, calculator, printer/copier, and other office equipment.
  • Ability to adhere to all Sitel, as well as our client’s organizational policies and procedures
  • Ability to make decisions, and assumptions and solve problems based on historical data.
  • Ability to gather and analyze statistical data to generate, prepare and present reports accurately and well within the specified time frame
  • Strong planning, time management, and organizational skills.
  • Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
  • Ability to effectively interact with a variety of people from diverse backgrounds.
  • Ability to travel 10%-20% of the time as required.

  ***The WFM Planner will have a High School diploma or equivalent work experience. Experience working in a call center environment is required. Experience working with Line Management/ ACD/ Workforce management is preferred. ***

Sitel is an equal-opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, age, marital status, veteran status, or disability status.

WF Planner

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Call Center, Cisco, Customer Service, Technology

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