Job Description
Senior Forecasting and Planning Analyst
Remote
locations
Kansas City, Missouri
HMPT – Home Office Pacific
HMMT – Home Office Mountain
HMET – Home Office East
Quincy, Massachusetts
HMCT – Home Office Central
time type
Full time
job requisition id
R261937
The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.
That’s where you’ll find SS&C, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.
If you see your opportunity in complexity, then we are the right fit for you.
Job Description:
Organization Structure and Interfaces:
The Call Center Forecasting and Planning Analyst is responsible for planning and creating the daily schedules for approximately 400 employees across multiple scheduling groups, providing support to our strategic partners. This individual will report directly into the Workforce Management Leadership team within the Contact Center. This is a remote role, but it can be hybrid if you are close to any of our US offices.
As the Call Center Forecasting and Planning Analyst, you will:
In this role, you will have the responsibility for creating monthly, daily and interval-level forecasts that encompass call volume and average handle time across multiple sites and business lines. You will analyze trends and plan schedules to ensure service level targets are efficiently achieved for each business. You will provide WFM scheduling related analysis, direction and support to business owners
and partners. You will also be responsible for compiling and creating analyses of historical workforce trends in order to continuously improve scheduling efficiency with recommendations for schedules, offline time, hours of operation and time-off allocations.
As a Call Center Forecasting Analyst, your duties will include:
- Create weekly schedules including strategic placement of all offline time to ensure the most consistent service levels are delivered
- Monitor and evaluate call out percentages, attrition rates and other overhead factors that impact staffing
- Effectively build reporting and interpret historical data that is used to feed into the creation of accurate intraday staffing requirements
- Uses sound judgment in order to make recommendations that will drive continuous improvement
- Create, maintain, and analyze staffing, volumes, AHTs, non-prod times, occupancies, etc. in order to maximize efficiencies in scheduling
- Perform regular forecasting accuracy analyses to drive continuous forecast accuracy
- Perform in-depth, complex ad-hoc and post-performance analyses to identify cause/source of service performance, providing recommendations to leadership on the implementation of future preventative actions
- Serve as a liaison, taking on a leadership role on projects with other functional areas
- Manage to monthly overtime budgets. Determine appropriate allocation of overtime dollars to ensure service level consistency while maintaining budget
Qualifications:
- Expert knowledge and understanding of contact center metrics
- Strong working knowledge of WFM Scheduling and Forecasting methodologies
- Requires strong work ethic, ability to work independently and strategically on complex, with little supervision in a fast paced environment
- Highly analytical with an ability to translate data into actionable insights, strategies and goals.
- Solid written and oral communication skills
- Advanced experience with reporting tools along with the demonstrated ability to be accountable for data accuracy
- Experience supporting Omni channel contact centers
- Knowledge of Call routing and scheduling in a skills-based environment
- Bachelor’s Degree or equivalent work experience
Characteristics of Successful candidates:
- 5+ year’s experience leading and transforming Workforce Planning & Analytics
- High level of proficiency in Verint workforce management software and Five9 Contact Center as a Service (CCaaS) or equivalent
- Microsoft Office proficiency and experience building advanced reports and models in Excel