Job Description

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

We are seeking a detail-oriented and analytical Workforce Planner to join our team. The ideal candidate will be responsible for forecasting workforce needs, developing workforce optimization strategies, and ensuring the effective allocation of resources to meet operational requirements. This role requires strong analytical skills and the ability to interpret data to make informed decisions.

Primary Job Responsibilities

Key Responsibilities:

• Analyze staffing patterns and workforce data to forecast current and future staffing needs.
• Develop and implement workforce planning strategies to optimize employee utilization and improve service delivery.
• Collaborate with department heads to understand resource needs and project upcoming demands.
• Monitor and analyze key performance indicators (KPIs) related to workforce effectiveness and efficiency.
• Create and maintain workforce models to simulate different scenarios and assess potential outcomes.
• Ensure compliance with labor laws, company policies, and industry regulations in workforce planning activities.
• Prepare reports and presentations on workforce analysis, trends, and recommendations for management.
• Utilize workforce management software and tools to track and report on staffing levels and performance metrics.
• Conduct regular reviews and updates of workforce plans based on changing business needs and environmental factors.
• Assist in the development and implementation of training and development programs to ensure a skilled workforce.

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, or a related field. A Master’s degree or relevant certifications (e.g., SHRM, HRCI) is a plus.
• A minimum of 3 years of experience in workforce planning, human resources, or a related field.
• Strong analytical skills with proficiency in data analysis and workforce management tools.
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.
• Proficiency in Microsoft Office Suite and workforce management software (e.g., Kronos, SAP, etc.).
• Strong attention to detail and problem-solving abilities.