Workforce Planning Analyst LOC; Boston, MA

Workforce Planning Analyst LOC; Boston, MA

  • Posted on : 09-08-2023
  • Job Type : Full Time only
  • Salary : 100,000 - 200,000

Job Description:

Position Summary:

  • The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the contact center.
  • The Workforce Planning Analyst is responsible for forecasting workload, and applying the appropriate resources to handle the workload within intended service levels.
  • The position reports directly to the Supervisor of Workforce Management, and requires a significant amount of interaction with contact center management, and contact center associates.

Specific Duties

  • Forecasting
  • Research forecast and call volume drivers
  • Generate daily, weekly, monthly, and annual forecasts. Re-forecast as necessary
  • Review forecast accuracy, and make proactive recommendations to minimize variances
  • Build and maintain forecasts for various bodies of work
  • Create and maintain budget forecasts for all lines of business
  • Clean forecast data weekly and monthly to maintain forecast accuracy Staffing/Scheduling
  • Recommend proper contact center staffing levels
  • Recommend staffing changes at a 30-minute interval level
  • Track all associate movement and attrition
  • Report on hiring and attrition impact to the short-term and long-term forecasts
  • Maintain schedule roster changes due to attrition/hiring
  • Manage contact center shift bid process
  • Regularly optimize breaks and lunches to increase service levels
  • Plan and recommend scheduling changes for company/world events

Real-Time Queue Management

  • Maintain daily roster changes for non-discretionary exceptions
  • Optimize net staffing with overtime and flexible scheduling
  • Balance delivery of inbound and outbound workload
  • Ensure service level goals are met for all bodies of work
  • Make real-time staffing recommendations

Reporting

  • Report on associate availability
  • Report on contact center shrinkage
  • Track and report on associate productivity, and the impact to service levels
  • Track and report on associate sick/tardy time, and the impact to service levels

Other

  • Approve and deny associate vacation requests, balancing contact center service levels with associate responsibility
  • Responsible for emergency procedures, and emergency phone procedures for the contact center
  • Liaison with IS regarding technology issue that impact call volume

Requirements

  • 1-3 years of WFM experience in a contact center environment
  • Experience with WFM software, Genesys strongly preferred
  • Strong Microsoft Excel skills


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