About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are seeking a detail-oriented and analytical Workforce Management (WFM) Planner to join our team. In this role, you will be responsible for forecasting call/contact volumes, scheduling staff to meet service level goals, and ensuring operational efficiency across departments. The ideal candidate will have experience with WFM systems, strong analytical skills, and a proactive approach to solving workforce challenges.

• Forecast short- and long-term workload volumes using historical data and predictive models.

• Develop, optimize, and maintain staff schedules to align with forecasted demand and business needs.

• Monitor real-time service levels and adjust staffing plans as needed.

• Collaborate with team leaders, HR, and other stakeholders to ensure effective workforce planning.

• Analyze performance metrics (e.g., occupancy, shrinkage, adherence) and provide actionable insights.

• Support intraday management by tracking variances and making real-time decisions.

• Generate regular reports and dashboards on workforce metrics for senior leadership.

• Continuously improve workforce planning processes and identify areas for automation or optimization.

• Ensure compliance with labor laws, company policies, and union agreements (if applicable).

• Bachelor’s degree in Business, Operations, Statistics, or a related field (or equivalent experience).

• 2+ years of experience in workforce planning, preferably in a contact center or service environment.

• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email.
• Experience with IEX, CMS, Avaya, or Symposium and Blue Pumpkin an asset.
• Experienced in managing ILAM is required (Line Adherence Model).
• Ability to create reports in Excel and forecast results.
• Attention to detail and high level of accuracy.
• Ability to multitask, focus and complete reports for extended periods of time.
• Previous Workforce Management experience is required.
• Experience with Excel spreadsheets, ACD reports and forecasting methodologies and tools.
• Knowledge of Workforce Management programs.
• Amenable to work in shifting schedules (primarily in the night shift) and in a hybrid setup.

Preferred Qualifications:

• Experience with multi-site or remote workforce planning.

• Knowledge of workforce forecasting methodologies and KPIs.

• Familiarity with call routing systems and ACD platforms.

• Bachelor’s degree in Business, Operations, Statistics, or a related field (or equivalent experience).

• 2+ years of experience in workforce planning, preferably in a contact center or service environment.

• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email.
• Experience with IEX, CMS, Avaya, or Symposium and Blue Pumpkin an asset.
• Experienced in managing ILAM is required (Line Adherence Model).
• Ability to create reports in Excel and forecast results.
• Attention to detail and high level of accuracy.
• Ability to multitask, focus and complete reports for extended periods of time.
• Previous Workforce Management experience is required.
• Experience with Excel spreadsheets, ACD reports and forecasting methodologies and tools.
• Knowledge of Workforce Management programs.
• Amenable to work in shifting schedules (primarily in the night shift) and in a hybrid setup.

Preferred Qualifications:

• Experience with multi-site or remote workforce planning.

• Knowledge of workforce forecasting methodologies and KPIs.

• Familiarity with call routing systems and ACD platforms.

• Forecast short- and long-term workload volumes using historical data and predictive models.

• Develop, optimize, and maintain staff schedules to align with forecasted demand and business needs.

• Monitor real-time service levels and adjust staffing plans as needed.

• Collaborate with team leaders, HR, and other stakeholders to ensure effective workforce planning.

• Analyze performance metrics (e.g., occupancy, shrinkage, adherence) and provide actionable insights.

• Support intraday management by tracking variances and making real-time decisions.

• Generate regular reports and dashboards on workforce metrics for senior leadership.

• Continuously improve workforce planning processes and identify areas for automation or optimization.

• Ensure compliance with labor laws, company policies, and union agreements (if applicable).