Resource Planning Specialist - EMEA

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.

The Resource Planning Specialist is a key member of our global customer service workforce management team. In this role, you are responsible for the creation of weekly, daily, and interval-level schedule requirements needed to meet customer demand. You will design and optimize labor requirements and schedules that align with contact arrival patterns across multiple support channels, and then allocate those requirements across a multi-channel, multi-lingual vendor (BPO) network for execution. You will use both established workforce management practices and, where available, Generative AI-driven insights to enhance the accuracy, efficiency, and scalability of our planning.

To be successful, you will account for unique labor laws and restrictions, different time zones, work patterns, and market nuances while balancing operational efficiency with a strong employee and customer experience. This role works closely with capacity planning, operations, and vendor management to ensure our BPOs are fulfilling the schedule requirements provided and that we are set up to deliver short wait times and operational excellence.

Responsibilities

• Develop and allocate macro- and micro-level schedule requirements and other resource planning outputs across multiple sites, languages, channels, and partners, while ensuring the reliability and quality of underlying data.
• Build schedules aligned to contact arrival patterns, accounting for seasonality, multi-channel capabilities, schedule inefficiencies, and unique market nuances such as local labor laws and regulations.
• Measure and incorporate schedule shrinkage, staffing inflexibility, and other real-life factors influencing staffing against forecast requirements, ensuring appropriate coverage and service levels.
• Ensure BPOs are assigning agents to schedules in line with demand forecasts and customer contact patterns, while adhering to contractual requirements and local labor regulations.
• Gather, normalize, and interpret data from multiple sources to produce insights that inform scheduling decisions, staffing strategies, and continuous improvement initiatives.
• Analyze performance versus plan (e.g., ASA, service levels, occupancy, utilization) and recommend changes to schedules, staffing assumptions, or processes to improve outcomes.
• Utilize workforce management tools and, where available, Generative AI to run simulations, model creative scheduling scenarios, and identify opportunities to optimize operational metrics and enhance customer and employee experience.
• Collaborate with internal stakeholders and BPO partners to streamline staffing, scheduling, and reporting processes, including exploring and applying Generative AI tools for schedule simulations, forecasting support, and automated reporting and insights.
• Work with internal and BPO partners to ensure we are operating in the most efficient manner possible while creating a resource planning foundation 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 gathering, normalizing, and interpreting data to produce actionable insights
• Experience with or exposure to Generative AI (e.g., LLMs) for data analysis, forecasting, reporting, 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
• Strong problem-solving and analytical skills, with high attention to detail
• Ability to communicate clearly and effectively with various levels within the organization and with external vendor partners
• Demonstrated ability to multi-task, manage competing priorities, and re-prioritize in a dynamic environment
• Experience in contact centers; exposure to flexible or on-demand staffing models is a strong plus