Position Summary:

A Forecasting and Capacity Planning Analyst produces long & short-term resource plans for frontline agent and seat resources. The analyst acts as the primary client-facing representative of WFM and serves to unify planning for programs supported in multiple locations. The analyst will quantify productive resource requirements starting from the bidding stage to the end of life on an account. Aside from this, they will produce simulations of resource maximization, operations transition within sites/geographies and provide recommendations on how to improve the account’s resources.

Responsibilities:

• Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources.
• Ensures that service level targets as well as other program/client targets are met through proper forecasting of workload
• Validate client forecasts and requirements for trends and compliance with contractual agreements.
• Serves as subject matter expert and WFM liaisons for specific programs and coordinates with Operations to ensure consistent business/operational goals
• Responsible for FTE forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to Operations (Account/ Ops manager and Director).
• FTE conversion for the different weekly working hours within the different sites/geographies
• Projects seating requirements per program based on current manpower and upcoming/existing business needs
• Works with Strategy COE to support Global Seat Planning process with the goal of maximizing agent to seat ratios for the company
• Manages long term forecasts and capacity utilization, costs and all resource planning functions for designated programs/accounts of the company, ensuring that all workforce management strategies are met.
• Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency
• Maintains capacity planning files and documents according to standard operating procedures and quality expectations.
• Contributes to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value.