Are you ready to join the team that is responsible for call center capacity planning and quantitative analyses? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.
As an Analytics Solutions, Senior Associate on the Capacity Planning Team within Workforce Planning, you will be responsible for call center capacity planning, quantitative analyses, and the summarization of multi-sourced data into meaningful and actionable business intelligence within our global call center and correspondence network. Your key accountabilities are managing staffing/capacity plans and leading the preparation of presentations, from ideation to executive hand-off. It is an excellent opportunity for a self-starter who thrives in a fast-paced and team-oriented environment where strong analytical skills, business acumen, and superior communication skills are leveraged to support our company’s ability to deliver service excellence to our customers.
Job responsibilities
- Partner with Site Operations, Training, Recruiting, Finance, and various other Workforce Planning teams to build, update and maintain capacity planning models
- Document forecast demand drivers (call volume, work rates, any other demand metrics) and projected supply drivers (headcount, shrinkage, other non-productive activities)
- Coordinate and acts as lead during monthly planning cycles (update capacity models; create capacity outlook with quantifiable headwind and tailwinds impacts using actual or projected new product or service performance, communicate key risks to stakeholders)
- Produce headcount and service level walks and commentary for prior month
- Partner with Finance and Recruiting to track advisor headcount across multiple cohorts
- Partner with training and recruitment teams to supply optimized new hire classes, adjust changes to new hire classes in alignment with the budget, location strategies and all stakeholder requirements
- Conduct ad-hoc analysis and perform additional duties as assigned, aligned to business priorities and organizational needs to support business needs
**Required qualifications, capabilities, and skills **
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practice
- Builds and sustains strong relationships with clients and internal stakeholders by communicating clearly, understanding and addressing needs and interests, and adapting approach to different stakeholder priorities to drive productive collaboration.
- Ability to guide colleagues in developing skills and knowledge for personal and professional growth, discussing development interests and progress.
- Utilizes logical reasoning and data analysis to solve complex problems, identify trends, and make informed decisions.
- Identifies root causes of issues, gathers information, and determines solutions to impact operational or individual performance and risks.
- Delivers verbal messages clearly and compellingly, summarizes discussions to confirm understanding and alignment.
- Conveys information, ideas, and messages through written words with clarity, conciseness, and professionalism.
- Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
- Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
- High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.)
Preferred qualifications, capabilities and skills
- Minimum six years’ experience working in large call center, multi-site, or similar environments
- Minimum six years’ experience in processing, forecasting, staffing, scheduling, and/or project management.
- College degree or similar work experience preferred
- Leads and manages project lifecycles, collaborates across teams, and addresses concerns with sponsors, demonstrating knowledge of methodologies and tools.
- Proficiency with analytics and data tools, including Alteryx (intermediate level) and/or Power BI, Power Query, and Python.
- Advanced knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses
- Proven experience in developing, deploying, and optimizing Artificial Intelligence/Machine Learning models using industry-standard frameworks and tools to solve complex problems, enhance processes, and create new opportunities.