Job Description
A Planning Analyst responsible for advanced forecasting, capacity planning, and strategic analysis to optimize workforce management in a global contact center, ensuring service levels and operational efficiency are maintained. The role involves data analysis, scenario modeling, cross-functional collaboration, and leveraging technology to improve staffing and resource allocation.
Key Responsibilities
- Develop and maintain long-term staffing forecasts (12-18 months) based on business growth, marketing campaigns, and seasonality.
- Create detailed capacity plans to align staffing supply with demand, considering hiring, training, attrition, and absenteeism.
- Conduct complex scenario simulations to assess the impact of various operational changes and volume fluctuations.
- Analyze historical data to identify trends and provide insights to improve operational efficiency and agent productivity.
- Provide forecast data to support contact center labor budgeting and financial planning.
- Collaborate with cross-functional teams to align workforce plans with overall business objectives.
- Act as a subject matter expert for workforce management software and processes, identifying opportunities for automation and AI integration.
Requirements
- 8-12 years of experience in Workforce Management within a non-BPO contact center.
- 7 years of experience in Capacity Planning with a strong understanding of forecasting, resource allocation, and operational efficiency to effectively manage capacity needs.
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent communication and collaboration skills to work cross-functionally across different teams.
- Strong business, operational, and procedural knowledge of a multi-channel global contact center.
- Proficiency in workforce management software such as NICE IEX, Aspect, Verint, Genesys, Calabrio, or Assembled.
- Advanced level experience in Microsoft Excel and Google Sheets.
- Certifications in workforce management such as CWPP or SWPP are a plus.
- Strong understanding of Erlang-based models and manual WFM functions.
- Experience leveraging AI to drive efficiencies through automation of repetitive tasks.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model (remote, hybrid, or in-office options)
Ready to Apply?
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