Posted On: 5-05-2016
Position Title: Analyst, Workforce Planning
Job Location: Round Rock, TX
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Job ID: 711272BR

The Workforce Planning Analyst is responsible for forecasting call volumes and staffing needs to ensure Call Agent resources are maximized across the Customer Care Network (CCN) and staffing levels are appropriate to meet target service levels on a half-hour basis. This position works closely with the CCN Leadership and the Site Resource Management team to develop qualitative and quantitative analysis of various strategic business initiatives.

Job Duties/Responsibilities: * Prepares yearly, monthly, daily and intraday call volume, average handle time, and staffing forecasts * Ensures sufficient time is planned to support the business needs through training, individual representative development, and team meetings * Communicates with business leaders as well as remote site management in order to derive a forecast based on historical trends and future initiatives * Advises and leads the business in determining hiring needs and business decisions (i.e., hours of operation) at the remote sites based on forecasts * Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the Customer Network * Validates and adds to (if necessary) economic business plans * Tracks historical data at the site and network level * Initiates and leads projects and project teams to implement improvement initiatives designed to maximize resources across the centers and like functions * Implements like processes and best practices across the call centers * Provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams * Maintains regular communication, contact and coaching with members of department through weekly staff meetings and ad hoc discussions * Maintains an accurate database of historical information on absenteeism, attrition, management investment, call volume, productivity, service level performance and staffing adherence * Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs * Investigates ways to streamline processes and data capture process to incorporate downloads when appropriate Job Requirements: * Ability to perform accurate agent forecasting for complex business groups * In-depth knowledge of Excel and other Windows based programs used to warehouse, track, and analyze data * Work-related analytical skills * Strong verbal and written communication skills * Ability to follow set process flows and procedures * Frequent sitting, some standing and walking, bending and reaching as necessary * Ability to frequently use fingers and hands to manipulate computer, telephone, and other standard office equipment Preferred Skills: * Proficient skill in call center workforce management software * Experience with Aspect eWFM * Experience with skill-based routing

Equal Opportunity Employer / Disability / Vet.