WFM Planning Analyst-Remote

TTEC Remote
analyst remote scheduling workforce analysis forecasting data management workforce management team operational call center communication
March 18, 2023
Englewood, Colorado

Bringing smiles is what we do at TTEC for you and the customer. As a Analyst - Workforce Management Planning working remotely, you ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You ll be Doing
Have a passion to solve work related puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made based on the clients' needs. Enjoy thinking about the big picture and planning for the future to support the team and clients? You ll make sure scheduling policies are followed as you survey the landscape for what s ahead and support the business.

The Workforce Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration, and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This role will also be responsible for creating staffing plans and schedules for the contact centers. This position will act as a support tool for the leaders of Customer Service Delivery assisting with and providing guidance on performance impact analysis and operational planning. In addition, budget preparation/input and reporting assignments are an expectation of this position.

You ll report to the Workforce Manager.You ll impact the business, the teams you support and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You ll

Forecasting Duties:

  • Create long term forecast, mid-range, short term and intraday forecasting

  • Support business decisions through the preparation of timely and accurate variable forecasts in a high-volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies

  • Validate confidence of established influences/drivers (factors determining forecasts) Leverage advanced statistical methodologies (correlation, regression, etc.)

  • Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making

  • Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes

  • Provide analysis and recommendations to improve staffing levels and efficiency

  • Provides recommendations for agent schedules, creative shifting based on trending and analysis for upcoming schedule bids

  • Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement

  • Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites. Act as team leader of various projects and participates on teams implementing new improvement processes

  • Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts

  • Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness

  • Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes

  • Consistent exercise of independent judgment and discretion in matters of significance.

  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary

  • Other duties and responsibilities as assigned

  • Responsible for call volume monitoring and forecast adjusting by day by interval

  • Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring

  • Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices

  • Interface with call center leaders to understand the fast-changing business needs and make updates where necessary

  • Stay current on internal policies and procedures

  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests

  • Update workforce management and other data bases as changes occur

  • Works with the Workforce Supervisor/Director Workforce Management along with operations for forecast sign off

Scheduling Duties:

  • Proactively recommend work schedules for all staff pertaining to specific Faneuil s contract(s) and ensure around the clock staffing for all contact channels and contact types

  • Produce agent schedules for each individual facility in line with agreed timetables

  • Proactively recommend training, Overtime, PTO, VTO etc based on the revision of schedules or intraday reports

  • Work with the various business units and QA for offline scheduling.

  • Monitor and adjust scheduling and staffing processes to maximize performance

  • Identify opportunities to improve efficiency including schedule rotation, operational hours, PT/FT ratios, split shifts etc.

  • Act as primary interface for scheduling issues

  • Maintains and approves vacation and unpaid time off requests

  • Primary contact for scheduling software issues

  • Conducts training on the scheduling system and procedures

  • Other duties as assigned

Track and Forecast:

  • Create long term, interim (intra-day) and short-term forecasts derived from understood business drivers

  • Experience managing to interval level staffing adherence

  • Maintain and analyze records of actual volumes compared to forecast

  • Maintain staffing and headcount records and develop hiring plans for long/ short range planning

  • Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization

  • Accurately track actual Customer Service Center output at the process and activity level as needed for productivity analysis and resource forecasting

  • Prepare daily reports and facilitate planning calls

  • Prepare monthly rolling plans for client meetings, facilitate meetings

What You Bring to the Role

  • Minimum two years experience forecasting and scheduling in a call center environment required

  • Minimum three years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions

  • 4+ years of Workforce Management experience in a call center environment is required; i.e. real-time analysis, scheduling, staffing optimization, etc

  • 2+ year of experience utilizing Verint, IEX TotalView, Aspect, or Blue Pumpkin; i.e. forecasting call volume, scheduling, etc.

  • Forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance strongly preferred

  • Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting

  • Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources

  • Requires resolving problems related to unexpected statistical anomalies and changing service level objectives by interpreting established methods and referring to past situations.

  • Responds to customers needs by producing reports and resource plans with factual information and based on specified requirements

  • Contacts with others in the company are required to explain, clarify and discuss the results of monitoring and performance feedback. Requires dealing tactfully in difficult situations and exchanging complex information to ensure an understanding of the issues.

  • Recommendations on resource plans and action plans improve the delivery of the company s services to the customer.

  • Involves a similar level of concentrated, intense levels of mental and sensory attention to monitor the operations and to produce reports and resource plans.

  • Strong working knowledge of Microsoft Office applications preferred

  • Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Access) experience required

  • Excellent verbal communication and interpersonal skills. Good written communication skills

  • Self-starter and independent. Team oriented and results driven

  • Ability to interface with all levels of management

  • Demonstrated complex problems solving skills

  • Strong organizational skills and attention to detail

  • Accustomed with fast and dynamic environment and changing business needs

What You Can Expect:

  • Supportive of your career and professional development

  • An inclusive culture and community minded organization where giving back is encouraged

  • A global team of curious lifelong learners guided by our company values

  • Ask us about our paid time off (PTO) and wellness and healthcare benefits

  • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visitwww.mybenefits.ttec.comfor more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.


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