Resource Planning Specialist, CS Workforce Management
Netflix
Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
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 patterns while balancing operational efficiency with an outstanding employee and customer experience. You’ll work closely with capacity planning and operations to ensure our BPO network consistently fulfills the schedule requirements you provide.
Responsibilities
Scheduling & Optimization: Develop and allocate schedule requirements across multiple sites, languages, and partners. Utilize WFM tools and Generative AI to run simulations and model creative scheduling scenarios, identifying opportunities to optimize operational metrics and enhance service levels across our vendor network.
Data-Driven Analysis & Reporting: Measure and incorporate critical factors, such as schedule shrinkage and staffing inflexibility, into staffing plans. Leverage Generative AI to automate performance reporting, generate actionable insights, and create executive summaries that explain key trends and performance variances to leadership.
Vendor Partnership & Process Innovation: Partner with our BPO vendors to align staffing plans and agent schedules with demand forecasts, contractual requirements, and local labor laws. Collaborate with vendor and internal teams to streamline staffing and reporting processes, and help apply Generative AI tools for schedule simulations, forecasting support, and automated insights to make our planning more accurate and efficient across the vendor network.
Work with our internal and BPO partners to ensure we operate as efficiently as possible while laying a foundation for resource planning that delivers short wait times and enables operational excellence.
Qualifications and Competencies
BA/BS degree or equivalent work experience
3+ years of workforce management and/or back-office operations management in a diverse support environment
2+ years of experience developing schedules and other resource planning outputs in a workforce management platform
Experience with or exposure to Generative AI (LLMs) for data analysis, forecasting, or process automation is highly desirable.
Familiarity with prompt writing or prompt engineering to generate reports, summaries, and analytical insights from data is a strong plus.
Experience gathering, normalizing, and interpreting data to produce insights
Problem-solving and analytical skills
Ability to communicate at various levels within the organization
Demonstrated ability to multitask and re-prioritize accordingly
Experience in contact centers and gig-economy model
Must be open to a hybrid work arrangement in Makati
Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.