Workforce Management, Planning Analayst

Basic Information

Description and Requirements

Workforce Management, Planning & Analysis General Analyst

A Forecasting and Capacity Planning Analyst produces long & short term resource plans for frontline agent and seat resources.

The analyst acts as the primary client-facing representative of WFM and serves to unify planning for programs supported in multiple locations.

The analyst will quantify productive resource requirements starting from the bidding stage to the end of life on an account.

Aside from this, they will produce simulations of resource maximization, operations transitions within sites / geographies and provide recommendations on how to improve the account’s resources.

Main Responsibilities : Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources, ensures that service level targets as well as other program / client targets are met through proper forecasting of workload, validate client forecasts and requirements for trends and compliance with contractual agreements, responsible for FTE forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to Operations (Account / Ops manager and Director), projects seating requirements per program based on current manpower and upcoming / existing business needs, works with Strategy COE to support Global Seat Planning process with the goal of maximizing agent to seat ratios for the company.

Manages long term forecasts and capacity utilization, costs and all resource planning functions for designated programs / accounts of the company, ensuring that all workforce management strategies are met, acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency, maintains capacity planning files and documents according to standard operating procedures and quality expectations.

Contributes to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value.

Requirements :

Schedule flexibility.

Skills : Teamwork.

Teamwork.

Customer Service Oriented.

Multitasking.

Proactive and Innovative.

Adaptive to changing work schedules and working hours.

Strong understanding of local country labor laws and regulations

Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy, and time management

Ability to establish the course of action for self and others to accomplish a specific goal while using appropriate resources.

Ability to adapt to change, and achieve results with accuracy and precision.

Ability to demonstrate innovation and good judgment / problem-solving skills when making decisions.

Knowledge :

English B2 (written and oral) - Advanced

  • Oral and written comprehension
  • Appropriate use of the English language
  • Excellent oral and written communication skills with the ability to explain complex technical concepts to non-experts

    MS Office (Word, PowerPoint) - Advanced.

    Advanced knowledge of spreadsheet software including Microsoft Excel and Google Sheets - Advanced.

    BPO Center Software (CMS, CISCO, etc.).

    BPO Knowledge.

    Visual Basic - Intermediate.

    Specialist in workforce management processes, concepts, and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)

    Familiarity with multiple workforce management platforms and call center systems, e.g. Verint WFM, IEX, CMS Supervisor, IVR design, and call routing

    Strong knowledge of call center operations and organization

    Statistical & financial analysis

    Familiarity with process improvement methodologies preferred (e.g. Lean or Six Sigma)

    Studies & Experience :

    Bachelor’s Degree in Finance, Accounting, Engineering, Business Administration, or Logistics (OR) an additional three (3) years of Workforce Management experience - Required

    At least three (3) years of Workforce Management experience within the call center / customer service industry, is a Plus

    BPO experience preferred

    Additional Job Description

    A Forecasting and Capacity Planning Analyst produces long & short term resource plans for frontline agent and seat resources.

    The analyst acts as the primary client-facing representative of WFM and serves to unify planning for programs supported in multiple locations.

    The analyst will quantify productive resource requirements starting from the bidding stage to the end of life on an account.

    Aside from this, they will produce simulations of resource maximization, operations transitions within sites / geographies and provide recommendations on how to improve the account’s resources.

    Publicada el 26/07/2021

    Finaliza el 03/11/2021

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