Posted On: 1-24-2016
Position Title: Sr Workforce Planning Analyst
Job Location: Round Rock, TX
Apply Online:

The Senior Planning Analyst is responsible for forecasting lead and/or call volumes and staffing needs to ensure resources are maximized across the customer network and staffing levels are appropriate to meet target service levels, list penetration, connect rate and revenue targets. Accountable for partnering with Human Resources, Training and Operations teams to execute hiring plans and monitor attrition trends and risks. This position will work closely with the leadership team members and the Site Resource Management Team to develop qualitative and quantitative analysis of various strategic business initiatives. Additionally, this position is responsible for forecasting future business needs and implementing a long term strategic plan for all lines of business. Responsible for the roll-out of various programs, projects, and initiatives within the network; heavily involved with any process that affects staffing and productivity within the customer network. Supervises Workforce Planning Analysts. The Analyst will perform other specific duties and projects assigned to support the customer network.

Job Duties/Responsibilities: * Prepares yearly, monthly, daily and intra-day call volume, average handle time and staffing forecasts * Ensures sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc. * 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 (e.g. 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 network * Validates and adds to (if necessary) economic business plans * Tracks historical data at the site and network level * Initiates and leads projects/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 Worforce 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 and/or lead volume, productivity, service level performance and/or lead penetration and staffing adherence * Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs and optimizing profitability * Investigates ways to streamline processes and data capture process to incorporate downloads when appropriate Required Skills: * Ability to perform accurate agent forecasting for highly complex business groups * Strong analytical skills * Strong verbal and written communication skills * In-depth knowledge of business processes and call center operations * In-depth knowledge of Excel and other windows based programs used to warehouse, track and analyze data * Knowledge of process flows and procedures at the remote sites as well as understanding business decisions that drive performance at the network level * Knowledge of key business decisions regarding appropriate staffing levels, budget saving opportunities, and streamlining call flow processes on a limited basis Preferred Skills: * Knowledge of Outboud predictive dialing system methodologies * Experience with Aspect eWFM * Experience with skill-based routing * Supervisory experience

Equal Opportunity Employer / Disability / Vet.