Posted On: 9-26-2014
Position Title: Workforce Management Analyst IV (Planning)
Job Locations: Framingham, Aurora, Kentucky, Rochester, Lincolnshire, Halifax, Mississauga, Regina
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Using provided workload forecasts, staffing plans, and historical performance, the Sr. Planning Analyst is responsible for providing in-depth analysis, project management, and ad-hoc reporting aimed at increasing transparency and understanding of the Workforce Management planning processes in order to support NAD Customer Service in meeting objectives related to staffing and non-exempt labor expense.

Assist or lead initiatives to improve the forecasting, staff planning, annual budget, or monthly budget reconciliation processes by building models that incorporate key WFM metrics as well as visibility into trends to support our business partners in meeting operational objectives.

Impact on Business (i.e. business contribution; nature and scope of responsibility; risk and financial management; strategic vs. tactical vs. delivery orientation.

• Collect, normalize, and analyze historical forecasting and planning data, compare results to both budget and forecast, document and explain variances in a non-technical, user-friendly format
• Prepare and present findings in a meaningful, actionable way, clearly framing complex issues, despite incomplete or ambiguous information, addressing all critical elements
• Clearly and accurately demonstrate the relationship of each WFM planning metric to both service level performance and non-exempt labor expense
• Work closely with WFM Planning team to identify opportunities to improve forecast and staffing outlook based on results and business guidance
• Build from scratch or enhance Staff Planning models to ensure that emerging trends are captured and reflected, key metrics are clearly displayed, and ongoing customer requests or requirements are incorporated
• Partner with WFM peers and business leaders to prepare annual non-exempt labor budget; ensure consensus is achieved regarding all inputs (contact volume, AHT, attrition, shrinkage, marketing plans, sales forecast, average order size, CPO), and that business leaders understand and support the budget process
• Present budget recommendations along with rationale; incorporate budget target adjustments in a way that protects the integrity of the original recommendations (version 1) while providing visibility into the various versions and resulting payroll dollars
• Reconcile period-level non-exempt labor expenses to budget; provide detailed analysis to explain variances by category (volume, AHT, shrinkage, wage rate, etc.).  Present finding to business leaders, partner to identify opportunities to optimize resources resulting in labor savings
• Reforecast non-exempt payroll, as needed, partner with Finance team to ensure alignment with forecast for remainder of year
• Assist business partners with the analysis and interpretations of WFM data and make recommendations for changes to optimize productivity
• Partner with Customer Service Support teams as needed to support process improvement initiatives
Innovation and Change (i.e. improvements to procedures, services, or products, as well as development of new ideas, methods, techniques, services and products)

• Identify and communicate specific and effective opportunities to improve planning processes
• Identify and implement optimal and reliable work structures and processes to effectively accomplish goals
Internal & External Customers / Suppliers as well as Third Parties  (i.e. include level or job title of customer relationship and the nature of the customer relationship management and service delivery)

• Partner with Customer Service support teams, Marketing, and Finance to support initiatives related to forecasting, staffing, or labor expense
• Partner with internal customers (Contact Center VP, Director, CCM, ACCM) on short/long-term forecasting or staffing decisions
• Assist internal customers (Contact Center VP, Director, CCM, ACCM) with the analysis and interpretation of contact center data and metrics and make recommendations for process or productivity improvements

People Leadership (i.e. staff management; accountability for hiring, coaching, training, conducting performance review, determining pay actions)

Business Strategy (if contributes to business strategy; is position responsible for defining, modifying or executing and is focus on long term (typically 3-5 years) or short- to mid-term (12-18 months))

• Responsible for creating the annual non-exempt labor budget, in support of the NAD Customer Service staffing strategy
• Provide recommendations and guidance to support NAD Customer Service staffing strategy as it relates to growth or changes in the business


KPIs– Key Performance Indicators (i.e. how is success defined in this role?)

• Budget accuracy
• Budget Reconciliation accuracy, timing, effectiveness
• Service Level performance
• Internal Customer satisfaction

Education/Experience Equivalent  (minimum requirements)

• High School Diploma
• Bachelor’s Degree preferred
• 3 years in Workforce Management, with at least 2 years of experience in Forecasting or Planning

Professional Knowledge/Experience

• Proven analytical and problem-solving expertise, with the ability to organize and interpret large amounts of complex, sometimes ambiguous data and/or business intelligence
• Ability to communicate clearly and concisely with others, including the presentation of large amounts of data in a meaningful, actionable way
• Ability to listen attentively, communicate effectively, and socialize analysis and recommendations with business owners
• Keen attention to detail and accuracy
• Ability to normalize historical data
• Ability to utilize various mathematical models to analyze historical trends
• Ability to create new models from scratch and to present scenario-driven data models
• Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, self-motivation, and persuasive ability in a team and cross-functional environment
• Capable of managing multiple priorities and competing demands calmly and effectively to complete work within specified time frames and quality parameters
Other Skills (e.g. specialized training, language proficiency, functional expertise etc.)

• Proficient in the use of MS Excel, Word, and Power Point
• Working knowledge of Aspect eWFM, or similar Workforce Management tool (IEX, Blue Pumpkin)
• Experience with MicroStrategy reporting a plus