Senior Workforce Planning Analyst

Utilize in-depth contact center technical knowledge and forecasting, budgeting, and planning programs for analysis to deliver staffing models, hiring forecasts, and budget models for Vision Care contact centers. Be a strategic liaison and focal point of communication between Workforce Management, Call Center/Claims Management, and Executive Leadership as well as business partners to achieve creative and effective staffing and financial solutions.

Produce short and long-term forecasts/hiring plans for contact centers across multiple lines of business, shift bid management and optimal schedule analysis

Research and determine staffing implications from business user stories

Analyze workforce data to identify trends, measure organizational performance and highlight predictive indicators in line with the long-term goals, objectives and architecture of GTS and the enterprise

Utilize developed knowledge of information systems, including but not limited to Verint and eGain to identify staffing and performance gaps for multiple call centers and provide recommendations and/or implement solutions which ensure business needs are met

Stay informed of GTS architecture and strategic goals to ensure the preservation of these in projects throughout the enterprise; also remain current and comprehend the vision, long term objectives, and goals

Conduct financial analysis of complex issues and actively participate or lead throughout development cycles and/or enterprise modifications

Serve as resource and point of contact for technical team members and Call Center/Claims Management for delivery and support of system/process implementations and impacts to LOBs performance standards

Develop technical plans and analyze, identify, plan and manage scope, and risks required to meet goals of moderately complex to complex projects

Facilitate and influence communications between operational and business units to drive technical projects to optimal outcome

Continually look for process improvement strategies

Conduct impact analysis and mitigate risks

Assist in providing information relative to budgeting and planning for financial purposes

Remain current on new technologies; introduce applicable technology in alignment with goals and for creative solutions

Job Specifications

Typically has the following skills or abilities:

Bachelor’s Degree in Business Administrative or related field or equivalent experience

4+ years of planning-related analysis experience, preferably in workforce management

Budget and forecasting experience required

Prefer Health Care Industry contact center experience or knowledge

Verint, NICE, and/or other scheduling software application knowledge and experience

Proficient with the MS Office Suite of products, flowcharting, document management, and graphics creation/editing software

Knowledge of multiple approaches for short and long-term forecasting and hiring plan development

Skill to report trends and risks in clear and concise language, appropriate for message and audience

Excellent written and verbal communication skills

Ability to regularly exercise discretion and independent judgment in the performance of his/her job duties

#LI-REMOTE

#LI-VISIONCARE

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. 

Salary Ranges: $56,000.00 - $97,000.00

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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