Analyst 2, Resource Planning

Job Summary

Job Description

Core Responsibilities

• Business forward scheduling of Off Phone Activity based on assumptions provided by our forecasting partners.
• Identify, develop, and implement new processes that will enhance business results and increase team efficiency.
• Ability to balance the scheduling needs of Omni-channel environments, while sustaining optimal schedule efficiency in all channels.
• In depth understanding of key performance metrics such as AHT, Shrinkage, and Attrition Rate.
• Ability to maintain high levels of flexibility while working within fast paced environments and changes within our support directory and work structures.
• Enforces schedule compliance and adherence and advises management of schedule changes.
• Compiles and distributes and analyzes daily, weekly and monthly call center performance reports.
• Prepares and reviews analyses of all billings and sales/retention activities. Responsible for the creation and ongoing management/maintenance of a database of all errors.
• Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.
• Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.
• Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.
• Partners with Subject Matter Experts for consultation and recommendations on management of call routing.
• Reviews monthly location-based customer service productivity, quality and sales performance goals, report and tracks performance against goals.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Additional Requirements:

• Technical aptitude in Alvaria/Aspect/some type of workforce management tool, required.
• Advanced Excel skills, required.
• Experience within workforce management (scheduling-based work), required.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills