Planning Analyst, Workforce Management

Job Summary:

As a Planning Analyst, Workforce Management, you will own the analysis and relationships associated with the overall workforce management strategy. This position creates short-term forecasting, scheduling optimization, and workforce reporting needed to maintain customer service center operations.

Duties and Responsibilities: 

• Creates and maintains short-term, long-term and intraday forecasts and schedules driving effective results and achieving service-level commitments.
• Provides analysis and recommendations across varying levels of management to improve resource utilization and performance.
• Partners with workforce management analysts and CS Leaders to achieve intra-day service performance objectives.
• Meets with workforce management partners to discuss the proactive planning strategies and recommends effective resource optimization.
• Identifies Continuous Improvement opportunities in daily work, providing recommendations and creates solutions on how to support and implement solutions. 
• Acts as a liaison within the workforce management team and customer service center partners regarding optimization across the organization.
• Partners with workforce management real-time analysts to serve as a mentor in areas such as education of workforce systems, familiarity to short-term forecasting, etc. 

Qualifications:

• 2+ years experience in analysis with an emphasis in logistics and/or forecasting/planning. Modeling, regression and statistical analysis skills.
• Proficient working knowledge or ability to learn Workforce Management Systems, including Verint, Aspect, Genesys, Calabrio.
• Intermediate proficiency in Access, Excel, and Word and G Suite.

Preferred Qualifications: 

• Bachelor's Degree in business, economics, or mathematics degree preferred 
• Experience with BI Tools (Looker, Tableau, etc.) and/ or SQL
• Experience within a customer service center environment