Workforce Planning Analyst
About the Role
We are seeking an experienced Workforce Planning Analyst to join our team. As a key member of our workforce management team, you will play a vital part in enhancing our processes and driving business success.
Key Responsibilities:
1. Monitor operations and performance, providing recommendations to enhance scheduling for optimal coverage, service level, and abandon rate targets
2. Analyze data to identify gaps and opportunities within the organization, providing guidance on headcount requirements to achieve service levels targets
3. Ensure business units are appropriately staffed according to forecasts, identifying opportunities for increased efficiencies whilst minimizing SLA risks
4. Plan and schedule in shrinkage and non-productive activities to minimize impacts to Service Levels
5. Attend and participate in weekly WFM meetings with department leadership to understand call forecast and scheduling plans, identify risks, and recommend scheduling improvements
6. Analyze and report on historical data and trends, identifying opportunities to achieve KPI metrics
7. Manage and oversee the WFM software
8. Recommend and develop process improvements to enhance workforce management and center-wide performance
9. Building out new reporting opportunities whilst enhancing on current reporting through automation
10. Deliver Ad-Hoc reporting to upper management timely and accurately to help drive the overall performance