Tactical Workforce Planning Analyst

About the role

The Tactical Workforce Planning Analyst role is scheduled from 8:30am-5pm ET. Join a company that offers continuous career growth and 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 planning processes
• Determines critical roles, competencies, and functions for successful strategy execution
• Understands trends and workforce implications in the labor market
• Mobilizes and measures workforce planning efforts towards achieving strategic goals
• Develops a strategic approach to workforce management combining analytics, 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 of developing accurate forecasts for multiple client channels, including but not limited to inbound/outbound/email and chat case work
• Proven ability to develop accurate long-term forecasts to determine staffing capacity requirements
• Excellent communication skills and ability to educate management on the planning process to support associate and client experience goals
• A college degree is preferred but not required. Strong skills in predictive modeling and statistics are more important than formal education.

Prioritization

• Preference given to candidates with Strategic Workforce Planning (SWP) Certification or Certified Workforce Planning Professional (CWPP) certification
• Strong capacity planning and long-term forecasting focus
• Trend analysis and analytics experience