Workforce Planning Manager
Accountable for the forecasting, capacity and scheduling models that staff a service operation and for the planning team that runs them.
2tasks in this job
12skills it uses
6tools named
The skills this job leans on most
- 1Converting demand into capacity requirementsNeeded in 2 of 2 tasks
- 2Evaluating service performance and quality trade-offsNeeded in 2 of 2 tasks
- 3Analysing queue behaviour, capacity and service constraintsNeeded in 2 of 2 tasks
ToolsCalabrio WFM (formerly Teleopti)NICE CXone and NICE IEX WFMGenesys Cloud CXVerint Workforce ManagementMicrosoft SQL Server (with SSMS)PythonPuzzelMicrosoft ExcelAnaplan
All 2 tasks, where people get stuck and all 12 skills
Tasks
- Forecast demand statistically, test accuracy and agree the demand plan
- Plan service capacity, schedules and routing against service levels
Where people get stuck
- Forecasting operational demand at interval and site grain
- Forecasting business trends and turning points for planning
- Diagnosing forecast accuracy and bias and comparing methods fairly
All skills
- Analysing queue behaviour, capacity and service constraints
- Converting demand into capacity requirements
- Balancing territories and quotas from account potential
- Building driver-based financial forecasts
- Communicating quantified uncertainty
- Diagnosing forecast accuracy and bias and comparing methods fairly
- Diagnosing operational handoffs and flow
- Estimating quantities and differences with intervals
- Forecasting business trends and turning points for planning
- Interpreting trends and seasonality
- Judging whether a change exceeds normal variation
- Reading business metrics
Paths to start
Skill Path
Data Literacy for Business Decisions
Judge whether a business claim from a table, KPI, chart or dashboard really holds up.
- Modules
- 5 open
- Practice data
- Raket Parts
Skill Path
Forecasting and Scenario Planning
Build and challenge planning forecasts and scenarios.
- Modules
- 5 open
- Practice data
- Raket Parts
Coming soonService Operations Analytics and Capacity Planning
3tasks in this job
46skills it uses
9tools named
The skills this job leans on most
- 1Forecasting operational demand at interval and site grainNeeded in 3 of 3 tasks
- 2Converting demand into capacity requirementsNeeded in 2 of 3 tasks
- 3Forecasting business trends and turning points for planningNeeded in 2 of 3 tasks
- 4Diagnosing forecast accuracy and bias and comparing methods fairlyNeeded in 2 of 3 tasks
- 5Evaluating service performance and quality trade-offsNeeded in 2 of 3 tasks
ToolsCalabrio WFM (formerly Teleopti)NICE CXone and NICE IEX WFMGenesys Cloud CXVerint Workforce ManagementMicrosoft SQL Server (with SSMS)Python+ 3 more
All 3 tasks, where people get stuck and all 46 skills
Tasks
- Forecast demand statistically, test accuracy and agree the demand plan
- Plan service capacity, schedules and routing against service levels
- Assess forecast accuracy and bias and recommend which forecast methods to rely on
Where people get stuck
All skills
- Converting demand into capacity requirements
- Diagnosing forecast accuracy and bias and comparing methods fairly
- Evaluating service performance and quality trade-offs
- Forecasting business trends and turning points for planning
- Forecasting operational demand at interval and site grain
- Analysing event sequences, states and durations
- Analysing queue behaviour, capacity and service constraints
- Assessing data source credibility and fitness for a question
- Balancing territories and quotas from account potential
- Building driver-based financial forecasts
- Calculating and interpreting percentages, rates and ratios
- Challenging probability-weighted sales forecasts
- Choosing and justifying missing-data treatments
- Communicating quantified uncertainty
- Comparing groups
- Decomposing one's own tasks for AI assistance
- Describing distributions with summaries and plots
- Designing and comparing decision scenarios
- Designing and interpreting hypothesis tests
- Designing efficient and reproducible investigations
- Diagnosing incorrect query and calculation results
- Diagnosing misleading data visualisations
- Diagnosing operational handoffs and flow
- Disclosing AI contribution to professional work
- Eliciting the decision behind an analytical request
- Escalating unresolved risks with evidence and clear ownership
- Estimating quantities and differences with intervals
- Exploring data to find patterns that survive validation
- Giving specific developmental feedback on data and AI work
- Independently checking analytical conclusions and claims
- Interpreting trends and seasonality
- Investigating anomalies
- Judging the materiality of defects and deficiencies for the intended use
- Judging whether a change exceeds normal variation
- Making accountable decisions under uncertainty
- Profiling data
- Reading and tracing unfamiliar code
- Reading business metrics
- Reading charts and dashboards correctly, including their state
- Sampling and reviewing a team's work against standards
- Selecting charts for evidence and decisions
- Standardising and cleaning data under agreed rules
- Testing competing explanations with discriminating evidence
- Verifying AI-assisted outputs against sources
- Verifying reports and dashboards before and after release
- Writing evidence-led findings and auditable recommendations with their limits
Paths to start
Skill Path
Exploratory Data Analysis and Pattern Discovery
Describe a distribution honestly and decide which unusual records need checking before anyone acts.
- Modules
- 5 open
- Practice data
- Raket Parts
Tool Path
Excel for Analysis and Decision Models
Build and check Excel workbooks others can trust.
- Modules
- 5 open
- Runs in
- Your browser
Skill Path
Forecasting and Scenario Planning
Build and challenge planning forecasts and scenarios.
- Modules
- 5 open
- Practice data
- Raket Parts
Coming soonService Operations Analytics and Capacity Planning
4tasks in this job
56skills it uses
10tools named
The skills this job leans on most
- 1Forecasting operational demand at interval and site grainNeeded in 3 of 4 tasks
- 2Converting demand into capacity requirementsNeeded in 2 of 4 tasks
- 3Forecasting business trends and turning points for planningNeeded in 2 of 4 tasks
- 4Diagnosing forecast accuracy and bias and comparing methods fairlyNeeded in 2 of 4 tasks
- 5Evaluating service performance and quality trade-offsNeeded in 2 of 4 tasks
ToolsCalabrio WFM (formerly Teleopti)NICE CXone and NICE IEX WFMGenesys Cloud CXVerint Workforce ManagementMicrosoft SQL Server (with SSMS)Python+ 4 more
All 4 tasks, where people get stuck and all 56 skills
Tasks
- Forecast demand statistically, test accuracy and agree the demand plan
- Plan service capacity, schedules and routing against service levels
- Automate a recurring reporting or data task with controls and a named owner
- Assess forecast accuracy and bias and recommend which forecast methods to rely on
Where people get stuck
All skills
- Converting demand into capacity requirements
- Diagnosing forecast accuracy and bias and comparing methods fairly
- Evaluating service performance and quality trade-offs
- Forecasting business trends and turning points for planning
- Forecasting operational demand at interval and site grain
- Analysing event sequences, states and durations
- Analysing queue behaviour, capacity and service constraints
- Assessing data source credibility and fitness for a question
- Balancing territories and quotas from account potential
- Building data protection by design into data products and pipelines
- Building decision-focused reports and dashboards
- Building driver-based financial forecasts
- Calculating and interpreting percentages, rates and ratios
- Challenging probability-weighted sales forecasts
- Choosing and justifying missing-data treatments
- Communicating quantified uncertainty
- Comparing groups
- Decomposing one's own tasks for AI assistance
- Describing distributions with summaries and plots
- Designing and comparing decision scenarios
- Designing and interpreting hypothesis tests
- Designing automated pipelines and processes that fail safely and recover
- Designing efficient and reproducible investigations
- Designing semantic models for governed analytics
- Diagnosing incorrect query and calculation results
- Diagnosing misleading data visualisations
- Diagnosing operational handoffs and flow
- Disclosing AI contribution to professional work
- Eliciting the decision behind an analytical request
- Escalating unresolved risks with evidence and clear ownership
- Establishing and declaring data grain
- Estimating quantities and differences with intervals
- Exploring data to find patterns that survive validation
- Gating releases on evidence with rollback ready
- Giving specific developmental feedback on data and AI work
- Identifying keys and testing referential integrity
- Independently checking analytical conclusions and claims
- Interpreting trends and seasonality
- Investigating anomalies
- Judging the materiality of defects and deficiencies for the intended use
- Judging whether a change exceeds normal variation
- Making accountable decisions under uncertainty
- Monitoring data quality and freshness in production
- Profiling data
- Reading and tracing unfamiliar code
- Reading business metrics
- Reading charts and dashboards correctly, including their state
- Sampling and reviewing a team's work against standards
- Selecting charts for evidence and decisions
- Standardising and cleaning data under agreed rules
- Testing changes to data services and business systems for business meaning and downstream impact
- Testing competing explanations with discriminating evidence
- Tracing data lineage upstream and downstream
- Verifying AI-assisted outputs against sources
- Verifying reports and dashboards before and after release
- Writing evidence-led findings and auditable recommendations with their limits
All tools
- Calabrio WFM (formerly Teleopti)
- NICE CXone and NICE IEX WFM
- Genesys Cloud CX
- Verint Workforce Management
- Microsoft SQL Server (with SSMS)
- Python
- Puzzel
- Microsoft Excel
- Anaplan
- Power Automate
Paths to start
Skill Path
Exploratory Data Analysis and Pattern Discovery
Describe a distribution honestly and decide which unusual records need checking before anyone acts.
- Modules
- 5 open
- Practice data
- Raket Parts
Tool Path
Excel for Analysis and Decision Models
Build and check Excel workbooks others can trust.
- Modules
- 5 open
- Runs in
- Your browser
Skill Path
Forecasting and Scenario Planning
Build and challenge planning forecasts and scenarios.
- Modules
- 5 open
- Practice data
- Raket Parts
Coming soonService Operations Analytics and Capacity Planning
About the role
Accountable for the forecasting, capacity and scheduling models that staff a service operation and for the planning team that runs them. Decides how demand is forecast and staffed and manages intraday changes against service levels. Data judgement sits in measures such as handling time, shrinkage and adherence, where a Customer Service Manager owns the service rather than the planning models.
Also called Resource Planning Manager, WFM Manager