Analyst, Workforce Planning

About the role

The Workforce Planning Tracking and Real Time Analyst analyzes call volume, staffing levels, schedule adherence, and call center performance data to ensure KPIs are met, identifies and anticipates issues, reacts to changing situations with solutions and timelines, provides reports and recommendations to management on call trends and performance levels, and performs other job‑related functions as assigned.

Responsibilities

• Analyze call volume and staffing needs to determine overtime and undertime and communicate to contact center teams on needed coverage to ensure KPIs are being met.
• Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan (call volume, AHT, staff shrinkage).
• When needed, provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action.
• Monitor real‑time adherence/staffing and communicate with the contact center team to ensure on/off phone activity is managed efficiently throughout the day.
• Based on agent performance metrics, make recommendations to management based on KPI level gaps and needs.
• Monitor outsourcing contact center partner staffing levels and utilization.
• Manage scheduling and optimization of exceptions for activities such as seminars, training, meetings, breakout sessions, coaching, and town hall events based on staffing demands and without impacting service levels.
• Analyze and