Sr Workforce Management Analyst

Job Description

Job description Role & responsibilities Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat). Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations. Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members. Update queue and agent settings in Calabrio to align with changes with assigned business units. Maintain skilling matrix for each business unit assigned. Monitor profile requests to ensure forecast/performance impacts are tracked. Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis. Serve as subject matter expert to assist with training new employees and assist team members with process questions. Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures. Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested). Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology. Other duties as assigned to support the general purpose of the positions function. Preferred candidate profile Bachelor's Degree - Preferred 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment. Possesses strong technical aptitude. Excellent interpretation of complex statistical data. Strong verbal communication and listening skills. Effective interpersonal skills. Excellent collaboration and team building skills. Excellent organizational skills. Ability to lead/manage others. Demonstrates project management skills. Develops and delivers effective presentations. SWPP Certification - Preferred Role: Customer Success , Service & Operations - Other Industry Type: IT Services & Consulting Department: Customer Success , Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate PG: Any Postgraduate