The Business Planning Analyst will analyze contact volumes, AHT, impact events, occupancy, and contact center staffing activities to provide management information and make recommendations for the full and part time staffing needs to support our client activities.
The role will build a working relationship with the Management team and Partner Relationship Managers and make recommendations based on business forecasts and actual activities.
They will drive the process that analyzes historical staffing trends to blend with out client’s business activities and generate the workforce projections and hiring plans for our contact center operations.
These staff plans determine how the contact center reacts in the short / long term to effectively respond to the operational demands of the business.
The responsibilities will be extremely time sensitive and will have a significant impact on the center's environment and variable labor margin.
This position will be responsible for the development of long-term capacity plans and will provide accurate workload predictions budgeting and planning.
Duties and Responsibilities
Complete ad hoc labor analysis to determine appropriate staffing levels for process enhancements or risk assessment. Maintain detailed records of volume, handle time, and other staffing impacts for future forecasting accuracy.
Lead monthly forecasting meetings with Operations Managers and Clients. Maintain hiring plans and attrition outlooks. Ensure forecasting practices and processes are documented and executed within industry standards.
Provide training to all Percepta eWFM users, develop eWFM process documentation, and maintenance timelines. Continuously research industry best practices and optimum utilization of the forecasting tool.
Must be available for system testing and configuration changes on occasional nights and / or weekends.
Work on activities and / or projects as requested by the Enterprise Resource Planning and Reporting Manager, Site Director or VP of North American Operations.