Tactical Workforce Planning Analyst

About the role

The Tactical Workforce Planning Analyst role is scheduled from 8:30am-5pm ET. This position offers opportunities for career growth and operates in an inclusive environment focused on collaboration and belonging.

Responsibilities

• Leverages predictive modeling and statistical knowledge to develop capacity plans and ensure forecast accuracy.
• Plans and monitors contact center operations and analyzes key performance indicators.
• Collaborates with business line leaders and executives to optimize the planning process.
• Determines critical roles, competencies, and functions for successful strategy execution.
• Mobilizes and measures workforce planning efforts towards achieving strategic goals and partners with key stakeholders.
• Develops a strategic approach to workforce management that integrates insights from analytics, human capital practices, and business strategy.

Qualifications

• 2+ years of relevant experience in capacity planning, scheduling, and forecasting in a call center/service center setting.
• Excellent knowledge of developing accurate forecasts for multiple client channels, including but not limited to inbound/outbound/email/chat cases.
• Proven ability to develop accurate long-term forecasts to determine staffing capacity requirements.
• Strong communication skills to educate management on the planning process and support associate and client experience goals.
• A college degree is preferred but not required. Practical experience and skills are more important than formal education.

Prior to Hire

• Preference given to candidates with Strategic Workforce Planning (SWP) certification or Certified Workforce Planning Professional (CWPP) certification.
• Experience in trend analysis and analytics.