[Hiring] Analyst, Workforce Planning @Private Destinations

Role Description

The Workforce Planning Tracking and Real Time Analyst is responsible for analyzing call volume, staffing levels, schedule adherence, and call center performance data to ensure that KPIs are being met. They are to identify and anticipate issues; react to changing situations with solutions, timelines, and a sense of urgency. Provide reports and recommendations to management on calls trends and performance levels. Perform other job-related functions as assigned.

• Analyze call volume and staffing needs to determine overtime and undertime.
• Communicate with contact center teams on needed coverage to ensure KPIs are being met.
• Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan.
• Provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action.
• Monitor real-time adherence/staffing and communicate with the contact center team to ensure on/off phone activity is managed efficiently throughout the day.
• Make recommendations to management based on Key Performance Indicators (KPIs) level gaps and needs.
• Monitor outsourcing contact center partner staffing levels and utilization.
• Manage scheduling and optimization of exceptions for activities such as seminars, training, meetings, breakout sessions, coaching, and town hall events.
• Analyze and generate call count reports to senior leadership with call volume, AHT, staffing, and booking information.
• Maintain eWorkforce Management software (Alvaria); including adding new hires, changes to department, supervisors, and removal of associates upon resignation/termination.
• Ensure staffing numbers are accurate and updated within Alvaria and CMS Agent Groups.
• Provide Alvaria training for Contact Center new hires.
• Analyze and maintain the entitlements (PTO, Sick Floating Holiday) and group allowance within the Workforce Management tool.
• Manage the PTO bid process to ensure compliance with the ranking system rules.
• Analyze PTO submissions and approve/deny based on their effect on operations.
• Meet with call center Coaches/Managers to maintain strong relationships by collaborating on identified opportunities for improvement.
• Support call center coaches on reviewing schedule adherence and changes in trends.
• Analyze and adjust agent skill levels based on the WFP Matrix and make necessary recommendations.
• Perform other duties as assigned.

Qualifications

• 1-2 years of Workforce Planning experience required; CCL Contact Center experience preferred.
• Bachelor's Degree preferred in Human Resources, Business, Organizational Development, or related field.
• Knowledge of Microsoft Office, including Excel proficiency.
• Strong analytical skills to manage and report metrics such as Abandon Rate, Average Speed of Answer (ASA), Handle Times, SLA, Utilization.
• Understanding of KPIs and how they impact business results.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Strong analytical, organizational, and communication skills.
• Experience tracking and reporting service performance.
• Ability to work with minimal supervision.
• Assertive, professional demeanor.
• Experience with an established WFM tool.
• Comfortable working from a remote location including technical skills required, time management, and self-starter.
• Adaptability and flexibility in work schedules.
• Proficient in Workforce Management software – Aspect/Alvaria and NiCE CMS; including preparing ADHOC reports.

Requirements

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• No or very little travel likely.

Benefits

• Cost-effective medical, dental and vision plans.
• Employee Assistance Program and other mental health resources.
• Company paid term life insurance and disability coverage.
• 401(k) plan that includes a company match.
• Employee Stock Purchase plan.
• Paid Time Off.
• Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays.
• Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.
• Sick Time – All full-time employees receive 80 hours of sick time each year.
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends.
• Personal and professional learning and development resources including tuition reimbursement.