Ramsoft Systems, Inc.

Compensation

Full Description

Title: Sr. Workforce Planning Lead Location: Remote Job Description: • We are seeking an experienced Workforce Planning & Forecasting Lead to support the launch of Kuiper’s new Business Customer Experience (BCX) contact centers, scheduled for early 2026. This role will play a critical part in building capacity models, staffing forecasts, and operational readiness plans for multilingual, multi-region support centers serving the US, Canada, EU, and UK. • If you have a background in Workforce Management (WFM), contact center capacity planning, and Excel-based forecasting, this is a great opportunity to shape the future of a global support organization. Key Responsibilities: • Design and deliver workforce models and capacity plans to support the launch of new contact center operations. • Build short-term, mid-term, and long-term staffing forecasts (quarterly, 6-month, 12-month, and 3-year projections). • Define staffing requirements across multiple support tiers (Tier 1, 2, 3) and channels (chat, email, callbacks, tickets). • Incorporate industry benchmarks (AHT, service levels, productivity ratios, training expectations) into staffing models. • Collaborate with product and operations teams to align forecasts with service offerings and anticipated customer volumes. • Provide strategic guidance on vendor/outsourcing selection through staffing and capacity estimates. • Develop and present executive-level reporting to communicate assumptions, risks, and operational readiness. • Ensure staffing plans account for multilingual support (English, French, German) and diverse customer segments (SMB, enterprise, reseller). Required Qualifications: • 7+ years of experience in Workforce Management (WFM), capacity planning, or forecasting within a large-scale contact center environment. • Strong expertise in Excel modeling (dynamic workforce frameworks, scenario planning, capacity analysis). • Knowledge of contact center operations benchmarks: AHT, FCR, SLA, productive vs. non-productive time, and seasonal demand. • Experience supporting multi-channel and multilingual contact centers. • Proven ability to create and deliver executive-level presentations. • Excellent collaboration and communication skills to influence cross-functional teams and vendor partners. Preferred Qualifications: • Experience in telecom, satellite, wireless internet, or technology support industries. • Familiarity with WFM tools (e.g., NICE IEX, Verint, Aspect). • Background in launching new contact center operations or supporting rapid global scale-ups. Job Type: Full-time Pay: $45.00 - $55.00 per hour Expected hours: 40 per week Benefits: • 401(k) • 401(k) matching • Health insurance • Life insurance Work Location: Remote