Workforce Planning Analyst (Customer Care Operations)

The Workforce Planning Analyst role involves planning, forecasting, and scheduling staffing needs for Customer Care, ensuring efficient service performance.  
Responsibilities include making scheduling recommendations, managing non-work events, and providing weekly intra-day planning.  

Key requirements include analytical skills, proactive problem-solving, and strong communication abilities. 

Main Responsibilities: 

• Proactively identify staffing utilisation opportunities and take appropriate action necessary to deliver a comprehensive plan for meeting service performance objectives across CC locations. 

• Collect and analyse historical staffing data to ensure emerging trends are captured. 

• Using historical data and business intelligence forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at lowest cost. 

• Create IDPs (Intra Day performance) used by real time function. 

• Analyse performance data in order to identify improvement opportunities and implement improvement strategies. 

• Provide alternative recommendations when requests from operations team will negatively impact Customer Care impact performance. 

• Support the design and deployment of WFM module training, as required in operational locations. 

Qualifications & Skills: 

• Excellent knowledge of MS Office Excel 

• Excellent data analysis skills – with high level of attention to detail 

• Highly numerate with real ability to manipulate numerical data 

• Ability to identify improvement area, trends and make recommendations 

• Proactive and self-motivated work style with proven ability to manage multiple demands on time and changing priorities 

• Ability to work under pressure and sense of urgency to work in a deadline driven environment 

• High level of interpersonal and influencing skills 

• Strong team player, with a focus on continuous improvement 

• Fluent English 

• Understanding of BPO/Contact Centre environment would be a plus

Benefits:

• Sharing the costs of sports activities

• Sharing the costs of foreign language classes and professional training

• Private medical care

• Life insurance

• Holiday funds

• Christmas gifts

What we offer:

• Flexible working time (we start between 7-9 and work 8 hours respectively)

• Hybrid work (3 days office, 2 days remote)

If the above job description interests you and you think you are a good fit, apply now!  We look forward to receiving your application.  

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