Overview
We are on the lookout for another Workforce Planning Analyst to support our growing team of forecasting analysts!
If you have at least 3 years of solid experience in workforce planning and forecasting in a call center, and would like to be a part of a stable campaign, this role might be for you!
As a Workforce Planner, you will be responsible for cultivating the production workforce to achieve key performance indicators (KPIs) for our clients. The role involves real-time monitoring, analysis, and resource allocation to ensure efficient call handling and optimize staff utilization.
Responsibilities
The Workforce Planning Analyst position requires maintaining performance metrics, such as AHT, shrinkages, service levels, and abandon rates to enhance overall forecasting and scheduling.
Here's how you can help us succeed:
- Effectively schedule and forecast the production workforce.
- Utilize WFM tools and Staff Plans to manage short-term forecasting and staffing criteria.
- Oversee metric achievements, particularly those influencing financial performance.
- Recommend scheduling optimizations proactively to enhance service and quality.
- Provide proactive analysis and recommendations on Line of Business (LOB) trends.
- Analyze data to establish consistent reporting processes, procedures, and KPIs.
- Maintain accurate metrics and information needed for Forecast & Schedule runs in software systems.
- Prepare and deliver both general and ad hoc reports for internal and external stakeholders.
- Work closely with Leadership to ensure the implementation of staffing recommendations.
- Coordinate and assist cross-functional work teams to deliver timely and high-quality solutions.
- Collaborate with Operations, Training, and Recruiting to develop new hire schedules.
- Collaborate with relevant business segments to anticipate events impacting customer contact cycles.
Qualifications
What you will need to succeed in this role:
- Bachelor's Degree in Business, Statistics, Finance or related field is preferred
- At least 3 years of forecasting and scheduling experience in BPO setting
- Strong knowledge of contact center agent operations preferred. ( inbound, outbound, voice and non-voice LOBs)
- Exceptional English Communication Skills
- Tech - savvy: adept in various PC applications such as Microsoft Office (especially Excel), Word, PowerPoint, Outlook, database software, and internet tools.
- Prior experience with Workforce Management (WFM) tools is essential. ( Verint background is a plus)
Must attach updated resume in the application.
