MY00214 Customer Experience Planning & Engineering Specialist-Senior

This position is responsible for forecasting, capacity planning, scheduling, and real-time monitoring of contact centre resources to ensure optimal service levels and operational efficiency.

Key Responsibilities

• Develop short‑ and long‑term volume forecasts using historical data and trends for all contact channels (voice, chat, email, and digital channels)
• Create and maintain agent schedules to match demand and staffing constraints
• Monitor real‑time adherence, occupancy, service level, shrinkage and make intra‑day adjustments to handle spikes, outages and absenteeism
• Perform capacity planning and staffing analysis
• Analyze operational data and CE Operations performance indicators to support strategic decision‑making
• Collaborate with operations, training, P&E team on workforce planning and scheduling to support business needs
• Maintain WFM tools (Verint, Genesys, PowerBI and etc)
• Produce re...