Workforce Management - Capacity Planner

Job Summary:

The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts as well as providing leadership with risk mitigation plans. This position will act as a support for leadership, assisting with and providing guidance on performance impact analysis and operational planning.

Responsibilities:

• Monthly, weekly, daily and half or hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
• Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies.
• Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making.
• Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites.
• Act as team leader of various projects and participates on teams implementing new improvement processes.
• Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
• Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes.
• Consistent exercise of independent judgment and discretion in matters of significance. Interface with call center leaders to understand the fast changing business needs and make updates where necessary (Tracker meets).
• Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes (Tracker file).
• Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Update workforce management and other data bases as changes occur.
• Respond to management requests to produce what if” scenarios. Other duties as assigned.

Skills Requirements:

• Prior workforce management experience including forecasting, staffing, and scheduling required. Prior call / contact center experience required.
• Ability and willingness to work‚ flexible days and hours.
• Demonstrated knowledge and experience in Workforce Management technology required. Strong analytical and problem solving skills.
• Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
• Ability to prepare and present reports accurately and timely.
• Strong understanding of business requirements and call center operations.
• Strong planning, time management and organizational skills.
• Ability to communicate effectively, both verbal and in writing.
• Experience presenting reports, forecasts, trends and recommendations to the team and senior management.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent preferred. Degree in Business Administration or related field preferred.