Position Summary:The Workforce Forecasting and Planning Analyst is key to the success of the business unit and is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This position will act as a support tool for the leaders of Customer Service Delivery and other Profit Center Leadership, assisting with and providing guidance on performance impact analysis and operational planning. In addition, budget preparation/input and reporting assignments are an expectation of this position. Advanced analytical skills are typically required. Typically requires a bachelor's degree. Overall Responsibilities: • Building new forecasts and continuously improving existing forecasting models using data and outcomes from past engagements• Building forecasting capabilities and proprietary assets within the group to help identify and size new business opportunities that group can pursue• Defending the validity of the forecasts before clients and internal stakeholders based on competitor insights and revenue forecasts• Work on various analysis, analysis of seasonal activity, scenario planning, opportunity assessment of the brands/LOB/Accounts and projects for clients, company and WFM group.• Valuation of cost reduction opportunities and provide revenue stand points for decision making.• Working with a cross-functional team of Reporting, Scheduling, Operations, Operational excellence, quality, training , finance and various other functions in the organization to deliver high quality analyses and recommendations • Monitoring industry trends and implement best practices to improve in-house capabilities• Demonstrate use of statistical techniques from predictive modeling, machine learning, and data mining that analyze current and historical facts to make predictions about future or otherwise unknown events.• Performs short and long term capacity planning analysis. Makes judgments and formulates recommendations on policies, procedures or practices.• Ensure the capacity plans consist of facts, historical trend , true HC and various other levers• Keep eye on overall health of business and be always responsible to support the growth of the company, team and business.• Generate Long Term, Short term and tactical capacity plans and various scenarios for review and decision making• Strongly put the root cause analysis and control the improvement as well as failures to negligence.• Act as an SME for the WFM and work closely with the leadership team.• Independently identifies capacity issues and recommends solutions.• Contribute to the creation and implementation of best practice capacity planning vision, strategy, policies, processes, and procedures to aid and improve operational performance• Responsible for capacity planning and development of these services in the organization• Lead capacity planning activities ensuring delivery against operational requirements and which optimize efficiency and costs• Refine systems and methods to continually improve plans so that the organization can better anticipate customer needs• Assess existing capacity and develop operational plans and forecasts based on plans for demand• Coordinate deviations from the plan that has a financial impact• Monitor processes for capacity and demand, identify capacity constraints, and provide analysis• Analyze specifications and capacity and undertake appropriate calculations to estimate job requirements in terms of labor, tools, materials, and resources• Ensure that the right tools and processes are in place to deliver effective capacity planning and performance monitoring across the organization• Review data and trends and diagnose problems and concerns• Identify and improve initiatives that optimize capacity and ensure the best return on investment without adding risk or disruption• Utilize knowledge and research methods to benchmark capacity planning activities and to promote best practice results• Coordinate, coach, and develop a focused team that meets agreed goals, deliver best practice results, and works to make continuous improvements• Help in Setup department goals/KPIs and review ways in which to enhance the performance of the capacity planning department and add value• Report of achievement of targets and identify any actions required• Input, Review and control Capacity Planning budgets• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements• Liaise with global capacity planners / managers and teams to understand existing and future demands• Regularly communicate plans and forecasts to internal stakeholders and review plans to ensure efficient resource utilization• Attend meetings and update others of issues and concerns, when there is a risk of not meeting demands or where there are over capacity concerns• Liaise with stakeholders, review and communicate the impact on capacity plans• Coordinate cross-functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections• Ensure that effective data, statistical analysis, and performance metrics are available to internal stakeholders• Comply with the Health, Safety, and Environmental Policies• Work closely with Operations and WFM Scheduling team to ensure agent schedules are appropriate aligned to meet intraday service level goals.• Compare actual results to forecasted results, identifying opportunities for improvement.• Check on Agent Invoice Hours/Budget Review Process• Responsible for gathering and validating monthly agent payroll hours used by finance for client invoicing.• Manage the monthly budget review process to ensure accurate tracking of expenses, actual and forecasted, to provide Operational Leaders line of site to projected budget over/under runs.• Work on activities and/or projects as requested by WFM Leadership• Ensure processes and procedures are current to comply with ISO and Six Sigma standards• Always extend help to peers and leaders and act as a team player• Self motivated individual who believes in self learning and coaching others on WFM , Data Science, Reporting, Forecasting topics• Curious to learn and share.• Represent self as a Brand ambassador for WFM function and generate high commendation for the team and organization.Job Requirements:• 3 – 5 years’ experience working in a Call Center Environment; 2-3 years background in Workforce Management (forecasting or scheduling). Demonstrated high degree of business coping ability.• Flexibility with work schedule• College diploma or equivalent; Knowledge of MS Office and spreadsheet; Excellent Knowledge of advanced scheduling practices. Extensive knowledge of Aspect, eWFM and other WFM product• Excellent Technical Expertise and Problem Solving Skill • Detail oriented and Time Management Skill • Verbal and written communication is appropriate and clear in every situation and at various levels; conveys meaning, obtains understanding, and openly provides relevant information; maintains composure, communicates easily with people, listens and considers others.• Interpersonal Skills – Is exemplary in conduct towards supervisors, colleagues and customers; successfully adapts behavior to circumstances of each situation; is professional, open and respectful; works to build credibility and trust.• A successful team player who takes an active role; listens to and supports others; works well with other departments; shares knowledge willingly to help others within the company.• Customer Orientation – Bases work on the needs of the customers; feels a responsibility to fulfill the expectations of the internal and external customers; strives to continually improve own work on behalf of the customer; develops effective customer relationships and wins customers’ trust and respect; listens carefully; provides information.• Creativity/Innovation – Introduces creative ideas into own work; uses personal freedom to develop and implement creative ideas and suggestions; takes a creative approach to problems• Willingness to learn/Flexibility- Possesses good comprehensive skills and adapts quickly to new circumstances; seeks out new responsibilities and challenges; accepts change positively and uses it as a learning opportunity for improvement, listens and responds with flexibility and open mindedness to new tasks; seeks out and appreciates feedback (even critical) and learns from it. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
