Workforce Management

What you doWe are seeking a talented Workforce Management (WFM) Planner to join our team in Thailand. This role is responsible for designing, analyzing, and delivering forecasting metrics to optimize operational efficiency. This position reports to the APAC Workforce Manager.Workforce Planning & OptimizationDevelop and maintain operational forecasting models using data science methods for Thailand operations.Create mid-to-long-term staffing plans to ensure optimal workforce allocation within the Thailand team.Analyze workforce data, including volume trends, average handling time (AHT), and shrinkage, to assess staffing needs in Thailand.Continuously refine and improve the accuracy of existing forecasting and staffing plans.Ensure workforce planning aligns with business strategies and service level requirements.Provide insights on staffing requirements and performance trends to the WFM Manager and Operatio...