Job Description
A Planning Analyst role focused on advanced forecasting, capacity planning, and strategic analysis for a global contact center, aiming to optimize workforce management, improve operational efficiency, and support business growth through data-driven insights and cross-functional collaboration.
Key Responsibilities
- Develop and maintain long-term staffing forecasts considering business growth, seasonality, and campaigns.
- Create detailed capacity plans to align staffing supply with demand, including hiring, training, and managing attrition.
- Conduct complex scenario simulations to assess the impact of various operational changes or volume fluctuations.
- Analyze historical data to identify trends and provide insights for operational efficiency and agent productivity improvements.
- Provide forecast data to support contact center labor budgeting aligned with financial objectives.
- Collaborate with cross-functional teams to align workforce plans with overall business goals.
- Act as a subject matter expert for workforce management software and processes, identifying automation and AI opportunities.
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 including remote, hybrid, and in-office options
Ready to Apply?
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