WFM Capacity Planner

Workforce Management Capacity Planner

Location: Tokyo, Japan
Employment Type: Full-time

About the Role

A global organization is seeking a Workforce Management (WFM) Capacity Planner to join its Tokyo-based operations team. This role focuses on workforce planning, data analytics, and operational optimization across multiple business units.

You will play a key role in ensuring efficient staffing, improving service levels, and delivering data-driven insights to senior stakeholders. The position works closely with cross-functional teams to translate data into actionable strategies and drive continuous improvement.

Key Responsibilities

• Develop and execute short- and long-term workforce plans

• Forecast demand, staffing requirements, and capacity using WFM methodologies

• Build and maintain dashboards and reports (e.g., Excel, BI tools)

• Monitor KPIs, identify risks, and recommend corrective actions

• Partner with stakeholders across operations for planning and alignment

• Utilize data analytics and digital tools to enhance decision-making

• Support continuous improvement initiatives and operational efficiency

Requirements

Core Skills & Experience

• 3+ years of Workforce Management (WFM) experience, preferably in a contact center environment

• Strong understanding of WFM concepts (e.g., forecasting, SLA, AHT, ASA)

• Advanced Excel and data visualization skills (BI tools experience preferred)

• Experience working with WFM systems or enterprise data platforms

• Strong analytical and problem-solving abilities