**MEMBERS ONLY**SIGN UP NOW***. has an amazing opportunity for a Call Center Workforce Planning Analyst! In this fast-paced role, you will work closely with the Call Center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models, complete various reporting needs and assist in the analysis thereof. You will determine various staffing targets for multiple business groups with disparate call volume trends and capacity modeling. Additionally, you will perform updates to the schedule database, schedule changes or adjustments as well as coordinating off-phone activities.
***THIS POSITION REQUIRES OPEN SCHEDULE AVAILABILITY AS THE DEPARTMENT IS OPEN 24/7/365***
WHAT YOU WILL BE DOING
Managing maximum performance on call activity as a result of fewer dropped calls and alignment of skillsets.
Managing the forecasting / planning workload and determining how to best maximize resource capacity in support of a large sales call center; May include both inbound and outbound models.
Preparing and overseeing absenteeism forecast, Paid-Time Off forecast and other staff utilization factors to accurately set schedule parameters.
Recommending and implementing necessary changes of forecasted head counts.
Managing adherence levels and making recommendations accordingly.
Developing and continually updating schedules and workload resource plans.
Analyzing workload reports and performance metrics to identify opportunities to shift work based on resource capability.
Leading discussions based upon reporting to improve call center metrics.
Conducting real-time monitoring of service levels and incoming workloads to influence and positively impact performance metrics.
Creating and using reports on staff productivity.
Analyzing trends and making recommendations to management.
Implementing management decisions with respect to staffing and strategy.
Building and maintaining positive working relationships with call center leaders and staff across multiple teams.
Effectively supporting operational initiatives.
WHAT YOU MUST HAVE
Two or more years of experience with workforce planning.
BA / BS strongly preferred.
Direct experience with IEX, 5/9s, Blue Pumpkin preferred.
Intermediate proficiency in MS Office (Excel, Access, etc.)
Strong analytical and math skills.
Strong judgment and decision making skills.
Effective communication, interpersonal and negotiation skills.
Strong customer service skills.
Ability to work independently