Tactical Workforce Planning Analyst

About the role

The Tactical Workforce Planning Analyst role is scheduled 8:30am-5pm ET. Join a company that offers career advancement opportunities and an inclusive environment with a culture of collaboration and belonging.

Responsibilities

• Leverages practical experience with predictive modeling and knowledge of statistics to develop capacity plans and ensure forecast accuracy
• Plans and monitors contact center operations and develops, monitors, and analyzes key performance indicators
• Collaborates with business line leaders and executives to develop and recommend methods to optimize the business planning and analytics within the planning process
• Determines the critical roles, competencies and functions for successful strategy execution
• Understands trends and risks in the labor market demographic and workforce implications of our current employee population
• Mobilizes and measures efforts around workforce planning goals, and partners with key stakeholders
• Develops a strategic approach to workforce management that combines insights from workforce analytics, human capital best practices and business strategy

Qualifications

• 2+ years of directly related capacity planning, scheduling and/or forecasting experience in a Call Center/Service Center environment
• Excellent knowledge around the development of accurate forecasts (long, mid & short) for multiple client channels including but not limited to inbound/outbound/email and chat case work
• In addition, must have excellent abilities for developing accurate long-term forecasts to determine overall staffing capacity requirements
• Excellent communication skills, and proven expertise in interacting with all levels of management helping educate this group on the planning process to ensure that planned FTE headcount supports the associate and client experience goals
• A college degree is great but not required

PREFERRED QUALIFICATIONS

• Strategic Workforce Planning (SWP) Certification OR Certified Workforce Planning Professional (CWPP)
• Other industry related licenses or certifications
• Strong Capacity Planning and Long-term Forecasting focus
• Understanding of FTE and application of labor costs
• Trend analysis/analytics experience

Benefits

Join a company that offers a wide range of benefits including company-paid time off for volunteering for causes you care about.

Pay

Details on pay are not specified in the job posting.

Schedule

The schedule for this role will be 8:30am-5pm ET.