The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency.
Key Responsibilities
Strategic Planning and Scheduling
Complete all scheduling requirements including creating and optimizing business rules and policies
Administer and maintain workforce planning systems and real-time monitoring tools
Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance
Incorporate shrinkage forecasting (planned/unplanned) into scheduling models.
Ensure rostering and scheduling is logistically sound, efficient, and effective across all channels
Real-Time Analytics and Monitoring
Monitor real-time data and performance metrics to identify anomalies and operational risks
Implement immediate corrective actions to minimize customer impact during service level deviations
Provide tactical recommendations for intraday schedule adjustments and resource reallocation
Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours
Escalate critical issues to management with recommended solutions
Forecasting and Strategic Analysis
Utilize data-driven analysis to make recommendations for workforce management strategies
Support short-term, medium-term, and long-term forecasting initiatives
Develop and maintain forecasting models that account for seasonality, trends, and business drivers
Control labor costs while maintaining optimal customer experience standards
Support monthly business review planning cycle to continually transform and improve the workforce and operating model
Conduct scenario modeling and “what-if” analysis as needed
Collaboration and Communication
Conduct regular meetings with stakeholders to provide insights and recommendations for decision-making
Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly
Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses
Communicate real-time operational status and recommendations to management and floor supervisors
Provide daily, weekly, and monthly reporting on key performance indicators
Process Improvement and Innovation
Identify opportunities to enhance forecasting accuracy and scheduling efficiency
Develop and implement mitigation strategies when variances in resourcing or workload occur
Continuously evaluate and recommend improvements to workforce management tools and processes
Essential Requirements:
5+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environment
Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage
Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans
Experience in workforce planning across 24/7 operations
Understanding of Contact Center and UCaaS telephony solutions
Demonstrated problem-solving, planning, and prioritization skills
Strong customer-centric mindset
Outstanding communication and stakeholder management skills
Ability to work under pressure and make quick decisions in real-time scenarios
Technical Skills:
Highly proficient in MS Office suite, especially Excel and PowerPoint
Experience with workforce management systems and real-time monitoring tools
Knowledge of workforce management theory, applications, technologies, and KPIs
Strong mathematical and statistical analysis capabilities
