Senior Resource Planning & Real-Time Operations Analyst (US Shift)

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