Workforce Planning Analyst

SUMMARY:
Role Overview:
Reporting to the Workforce Manager, you will play a crucial role in analyzing and optimizing resource plans across cross-functional accounts. Your primary responsibility will be to provide accurate forecasting, create effective workforce/ workload models, and identify improvement opportunities to enhance productivity and revenue.
This role requires:

• Strong analytical skills – Building long / mid- and short-term capacity plans and forecast models
•  Advanced Excel proficiency
• The ability to collaborate with various stakeholders to achieve operational excellence.
• Ability to interpret large sets of data and articulate this back into operational and resourcing plans.

POSITION INFO:
Key Responsibilities:

• Forecasting and Demand Analysis:
• Utilize historical data, trends, and other key indicators to generate accurate demand forecasts. This will include forecasting for omni channel.
• Collaborate with operations teams to identify key drivers that impact intraday performance and factor them into capacity models to reforecast demand and build remedial plans
• Regularly monitor forecast vs planned accuracy and make necessary adjustments to improve future plans.
• Resource and Capacity Planning:
• Develop resource plans to ensure optimal utilization of available resources across cross-functional accounts.
• Collaborate with workforce planning team internally to allocate staff efficiently and align schedules with forecasted demand.
• Monitor capacity utilization, queue availability and proactively identify potential bottlenecks or overages, recommending adjustments as needed.
• Performance Analysis and Reporting:
• Conduct performance analysis by comparing actual KPI outcomes with forecasts and targets.
• Identify and investigate deviations from plan, analysing root causes and providing recommendations for improvement.
• Create dashboards, reports, and presentations to communicate telephony and staffing performance insights to stakeholders.
• SOP Improvement Initiatives:
• Continuously identify opportunities to enhance optimisations, streamline processes, and reduce costs across the business
• Collaborate with all internal stakeholders to implement process improvements, ensuring alignment with organizational goals.
• Cross-functional Collaboration & Stakeholder Management:
• Work closely with operations teams, workforce management, quality assurance, and other relevant stakeholders to gather insights and understand account-specific requirements (with internal and externals stakeholders)
• Work with Senior ops to align planning activities with client expectations and contractual obligations.
• Act as a liaison between different departments, fostering effective communication and promoting a collaborative work environment.

• At least 2-year minimum experience in a planning analyst role