Workforce Management Real Time Analyst/Officer

Education:

Any Bachelor's degree or higher

Experience:

3-4 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.

Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, moving averages, etc.

Experience with labour modelling (e.g., productivity modelling, task timing and task variance impacts).

Mandatory Skills:

Strong Excel skills with preferred experience in or knowledge of third-party capacity planning tools.

Strong quantitative, qualitative, analytical, presentation and communication skills that foster the

communication of succinct, actionable insights, trends, and data.

Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends

Preferred Skills:

Solid understanding of WFM fundamentals.

Proven experience in the design, development, and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment

Highly developed project management skills and proven ability to deliver organizational projects within designated timelines

Roles & responsibilities:

Serve as an Analyst on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.

Perform statistical analyses and forecasting techniques and glean critical insights and trends.

Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition, and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.

Establishing and updating the forecast, long-term capacity planning (+13 weeks), and production planning, in such a way that optimal utilization and occupancy for the project(s) can be realized and KPI targets of the Service Level Agreement can be met.

Collecting, reviewing, and correcting data that can be used for regarding short-, medium- and long-term forecasting of required metrics and inputs

Administers the 52-week capacity, staffing, and resource plans to manage up and downscaling of labour and resources.

Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately cover demand forecast, while accounting for known constraints, planned events/holidays & business objectives.

Coordinates with recruiting and/or operations leadership on the timing & quantity of new hire requisitions.

Reporting the planning information to Operational Management and WFM Intraday Management Design reports, scorecards, dashboards, and ad hoc analyses that deliver workforce insights and KPIs.

Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.

Effectively coach and mentor the team of planners and schedulers within your span

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.