Workforce Planning Analyst - CorpHQ

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Title : Workforce Planning Analyst - CorpHQ
Category : Call Center
Type : Full Time
Address : 960 Macarthur Blvd
Mahwah, NJ 07495

Workforce Planning Analyst - CorpHQ
in Mahwah, NJ

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Job Description

The Workforce Optimization team analyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels. Ensures client’s program needs are met through accurate forecasting in support of various business areas. Provides data and additional information to be used for capacity planning. Delivers results of analysis and recommendations to various business partners and leadership. This is a key role within the organization and candidates need to have energy, self-motivation, and enthusiasm about influencing change and collaborating with others. NEW GRADS & MATH MAJORS WELCOME TO APPLY!

Job Responsibilities

· Supporting business decisions through the preparation of timely and accurate variable forecasts in high-volume contact centers, with specific focus on improving the customer experience and maximizing operational efficiencies

· Validating confidence of established influences/drivers (factors determining forecasts)

· Creating a meaningful interpretation of data through use of workforce optimization tools, industry experience and logic to frame situations to allow meaningful dialogue and decision making with business leadership

· Managing intraday Service Level Agreement (SLA) metrics, utilization, and efficiency to client and internal expectations, and consistently keep Operations/Client Services/Clients apprised of current status

Job Requirements

· Prior experience in workforce management, data analytics or business operations

· Advanced level of proficiency in Microsoft Office tools including Excel

· Strong business acumen, collaboration and communication skills with a drive for results

· Bachelor’s degree

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