Overview of Role
Workforce Management Planning Analyst position is responsible for generating interval demand forecast based on call volumes and average handling time projections.
This position will interact directly with the Customer Care operations, and vendors. The ideal candidate should be capable of working autonomously in a dynamic and fast-paced environment, demonstrating the ability to navigate ambiguity with minimal supervision.
Responsibilities:
As a Planning Analyst, you will be responsible to:
Generate demand forecast based on Call volume forecast and average handling call trends utilizing the pre-defined guidelines, initiatives, and vendor strategies.
Review vendor plans for adequate staffing to meet demand forecast and highlight risks and mitigation plans.
Track budget Vs demand forecast Vs actuals for optimizing the processes.
Manage the WFM outsource vendor performance to ensure performance deliverables are meeting requirements.
Ensure thorough communication and prioritization of business goals daily.
Hold vendors accountable to key performance indicators which include, but are not limited to SLA, compliance and contractual obligations.
Develop a deep understanding of the business and workforce strategies and combine that knowledge with an understanding of industry standards.
Provide consultative support in partnership with internal departments to drive the decisions impacting service delivery and customer experience.
Manage the vendors performance through data analysis and partner relationship management.
Strong analytical skills and experience with problem solving, including detailed variance analysis for contact center metrics.
Track performance metrics and goals to measure planning accuracies.
Other duties are assigned.
Qualifications:
· Minimum of 3 years of experience in global call center workforce management function.
· 1+ years of experience performing forecasting, scheduling and intra-day staff management functions in a multi-site inbound contact center preferred.
· College degree or comparable work experience is required.
· Strong mathematical/statistical, analytical and communication and organizational skills.
· Analytical thinking, creative problem solving and decision making.
· Proficient using MS Word and PowerPoint. Advanced in Excel.
· Excellent written and oral communication skills.
· Experience with WFM software (Blue Pumpkin, eWFM, IEX, etc).
· Experience with Aceyus, Avaya CMS or comparable systems required.
