The Resource Planning Specialist is a key architect within Netflix’s global customer service workforce management team, responsible for designing and optimizing complex labor requirements and schedules
Job Summary
The Resource Planning Specialist is a key architect within Netflix’s global customer service workforce management team, responsible for designing and optimizing complex labor requirements and schedules.
This role leverages traditional workforce management principles combined with Generative AI-driven insights to create schedules aligned with contact arrival patterns across multiple support channels and vendors.
Netflix values inclusion and diversity, offering a meaningful interview experience and accommodations during the hiring process, and promotes operational excellence with a focus on employee and customer experience.
Matching Summary
The Resource Planning Specialist is a key architect within Netflix’s global customer service workforce management team, responsible for designing and optimizing complex labor requirements and schedules.
Skills & Requirements
Must-have
Workforce management platform scheduling
Multi-channel vendor network coordination
Generative AI for scheduling and reporting
Contact center and gig-economy experience
Scheduling across multiple languages and sites
Data-driven staffing analysis
Nice-to-have
Prompt writing or prompt engineering
Process innovation and automation
Collaboration with BPO vendors
Hybrid work arrangement flexibility
Strong problem-solving skills
Effective communication across levels
Key Requirements
BA/BS degree or equivalent experience
3+ years workforce management or back-office operations