Job Description
Sr. Analyst, Workforce Management – Forecasting and Capacity Planning
locations
USA Remote
time type
Full time
job requisition id
R3402
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The Sr. S&OP Planning Analyst is a key contributor to the S&OP department for the call center. This position will be focused on long range forecast modeling for staffing and call volume needs, and workforce management (WFM) related metric reporting.
Job Description:
The S&OP Sr. Analyst has responsibility for long term forecasting of call volume and call center staffing across multiple sites & lines of business to ensure service level goals are efficiently achieved within each. This role will provide WFM related direction to business owners and partners. The analyst will also be responsible for compiling and creating analyses to S&OP leadership and internal business partners. This role will be designing and building models and analyses to provide insights that help guide business decisions and drive performance standards to hit our daily, weekly, and monthly targets.
Responsibilities:
- Provide actual and normalized interval, daily, monthly and yearly capacity forecast projections to finance, marketing, sales & leadership by contact center
- Monitor and keep leadership informed of key call center metrics that contribute to call center capacity and volume trends
- Lead or contribute to the development of new processes and methodologies
- Contribute to establishment/development and responsible for organization’s strategic goals
- Develop resolutions to complex problems that frequently require advanced competency in S&OP metrics and analysis
- Contribute to multi-layered what if scenarios to assess volume, staffing, performance and cost impacts to changes in the business
- Partner with HRBPs to develop and track attendance trends and LOA usage and identify opportunities for improvement
Required Competencies:
- 3-5+ years of experience in operational and strategic workforce planning and analysis, creating long term staffing models, preferably for call center/inside sales environments
- Hands-on experience with workforce planning, capacity planning, and workforce management systems and tools (NICE In Contact and IEX experience is a plus)
- Strong analytical and problem-solving skills with a deep understanding of forecasting methodologies
- Strong communication and relationship building skills with the ability to interpret and summarize data to aid management in achieving strategic and operational goals.
- Ability to work independently, manage multiple dependencies and prioritize projects with minimal supervision and meet deadlines.
- Manage large amounts of staffing data with the highest degree of accuracy; experience in building/maintaining/ improving staffing models preferred.
- Experience dealing with ambiguity in a fast-paced, high-pressure environment.
- Experience with database syntax including SQL/Snowflake, business intelligence/data visualization tools (Tableau, PowerBI) a plus.