Workforce Planning Analyst (Virtual)

JOB SUMMARY:

The Workforce Planning Tracking and Real Time Analyst is responsible for analyzing call volume, staffing levels, schedule adherence, and call center performance data to ensure that KPIs are being met. They are to identify and anticipate issues; react to changing situations with solutions, timelines, and a sense of urgency. Provide reports and recommendations to management on calls trends and performance levels. Perform other job-related functions as assigned.

ESSENTIAL FUNCTIONS:

• Analyze call volume and staffing needs to determine overtime, and undertime and communicate to contact center teams on needed coverage to ensure KPIs are being met. Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan. These include call volume, AHT, and staff shrinkage. When needed provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action. 
• Monitor real-time adherence/staffing and communicate with the contact center team to ensure on/off phone activity is managed efficiently throughout the day. Based on agent performance metrics, make recommendations to management based on Key Performance Indicators, (KPIs) level gaps and needs. Monitor outsourcing contact center partner staffing levels and utilization. 
• Manage scheduling and optimization of exceptions for activities such as seminars; training, meetings, breakout sessions, coaching, and town hall events based on staffing demands and without impacting service levels.
• Analyze and generate call count reports to senior leadership with call volume, AHT, staffing, and booking information including detailed explanation for any unexpected variances and missed KPIs. 
• Maintain eWorkforce Management software (Alvaria); including adding new hires, changes to department, supervisors, and removal of associates upon resignation/termination. Ensure staffing numbers are accurate and updated within Alvaria and CMS Agent Groups. Provide Alvaria training for Contact Center new hires. 
• Analyze and maintain the entitlements, (PTO, Sick Floating Holiday), and group allowance within the Workforce Management tool, based on historical trends and staffing levels. Based on the analysis, provide the time off allowances for the contact center workforce to adjust according. Manage the PTO bid process to ensure compliance with the ranking system rules. Analyze PTO submissions and approve/deny based on their effect on operations. 
• Meets with call center Coaches/Managers to maintain strong relationships by collaborating with them on identified opportunities for improvement in both efficiency and agent satisfaction. Support call center coaches on reviewing schedule adherence and changes in trends. 
• Analyze and adjust agent skill levels based on the WFP Matrix and make necessary recommendations to ensure efficiencies and meeting KPIs.
• Performs other duties as assigned 
• Complies with all policies and standards

QUALIFICATIONS:

• Bachelor's Degree in Human Resources, Business, Organizational Development or a related field preferred
• Minimum 1 years Workforce Planning Experience required
• 2 years of Contact Center Experience required/ 2 yrs CCL experience for internal applicants.                                                                          
• Microsoft Office, including Excel proficiency
• Strong analytical skills to manage and report metrics such as Abandon Rate, Average Speed of Answer, (ASA), , Handle Times, SLA, Utilization.         
• Understanding of KPIs and how they impact business results.           
• Ability to define problems, collect data, establish facts, and draw a valid conclusion
• Strong analytical, organizational, and communication skills
• Experience of tracking and reporting service performance.
• Ability to work with minimal supervision.
• Assertive, professional demeanor.  
• Experience with an established WFM tool (Alvaria preferred)
• Comfortable and familiar with working from remote location including technical skills required, time management, and self-starter.
• Adaptability and flexibility in their work schedules. 
• Proficient in Workforce Management software – Aspect and/or NICE including preparing ADHOC reports. 

ETHICS & COMPLIANCE:

In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns

Offers to selected candidates will be made on a fair and equitable basis, taking into accou