WORKFORCE ANALYST

The Workforce Management Analyst is responsible for taking the lead in executing analysis to improve short-term forecast accuracy, with additional expertise on long-term forecasting.

• Forecast demand, allocations, and requirements up to 3 years in advance.
• Facilitate monthly meetings to discuss trends, projections, and to create a plan of action to meet contact center metrics.
• Develop and customize manual forecasting spreadsheets to be used with the WFM software in producing long-term forecasts.
• Capture, store, and report statistics and offer solutions to stakeholders.
• Complete root cause analysis to determine and quantify reasons for short- and long-term forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Partner with other teams to understand the key drivers for volume and AHT and incorporate into forecasting and planning.
• Identify and research service level risks for problem resolution and management notification.
• Communicate necessary adjustments of workforce requirements based on changing the forecast and re-forecasting when necessary.
• Maximize efficiency of resources for all impacted departments and by offering staffing solutions to provide adequate coverage.
• Build relationships with internal customer groups, various levels of management, and multiple functions and groups to understand the key drivers and incorporate into forecasting and planning.
• Assist with New Hire Training, and complete ad hoc reporting requests.
• Identify and recommend process improvement opportunities to improve productivity, performance, and customer satisfaction.
• Serve as back-up for real-time management, scheduling, and short-term forecasting responsibilities.
• Coach, mentor and facilitate sharing of best practices with peers and WFM SME resources as necessary.
• Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.
• Perform other tasks/projects assigned by the immediate superior.

Qualification:

• Bachelor's degree Holder
• At least 2-3 years experienced in Forecast and Seat Allocation, Capacity Planning
• Proficient in WFM tools such as Avaya, Verint and other contact center tools
• Data Visualization tools (nice to have)
• Good communicator and strong presentation skills
• Flexible in working hour