WFM Resource Planning Analyst

About the role

The WFM Resource Planning Analyst provides vision and leadership to the Results organization in workforce management areas such as: Forecasting, Scheduling, and Analysis. The WFM Resource Planning Analyst will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.

Responsibilities

• Maintain accurate forecasts, capacity plans, and schedule plans
• Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion
• Offer strategic recommendations to improve productivity while balancing service levels
• Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
• Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/Client requirements balance
• Recommend roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations
• Cook with other departments (i.e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacements
• Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
• Support an environment that encourages co-workers to exceed customers’ expectations
• Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
• Lead weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios
• Partner closely with Local Real Time Support resources
• Recommend and support benchmarking using metrics, industry standards and original concepts

Requirements

• 2+ years previous Contact Center WFM experience
• High proficiency with computers
• Excellent knowledge and use of word processing, spreadsheets, and database systems
• Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
• Broad knowledge of inbound contact center environment
• Exceptional verbal and written communication skills
• The ability multi-task in a professional & courteous manner
• Superb Listening, probing, negotiation and de-escalation skills needed
• Must have analytical and troubleshooting expertise
• Able to provided on-call s support, and work a flexible schedule
• Must be able to work various shifts, including holidays in a 24x7 operating environment

Qualifications

• Preferably Bachelor's degree in Business Administration, Computer Science, or related field

Skills

• Strong analytical and problem-solving skills
• Excellent interpersonal and communication skills
• Proficiency with Microsoft Office Suite
• Knowledge of WFM tools and methodologies

Benefits

ResultsCX offers a competitive benefits package including health insurance, retirement savings plan, paid time off, and more.

Pay

Competitive salary based on experience and qualifications.

Schedule

Flexible schedule to accommodate 24x7 operations.

Location

Bengaluru - IN