Resource Planning Specialist, CS Workforce Management

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About The Role

The Resource Planning Specialist is a key architect within our global customer service workforce management team. In this role, you’ll design and optimize complex labor requirements and schedules across a multi-channel, multi-lingual vendor (BPO) network, using a blend of traditional WFM principles and Generative AI–driven insights.

You’ll create weekly, daily, and interval-level requirements and schedules aligned to contact arrival patterns across multiple support channels, then strategically allocate them across our BPO partners for execution. To succeed, you’ll navigate diverse labor laws, time zones, and work p...