Workforce Planning Analyst (Maternity Cover)
Core
Support Contact Centre teams in achieving Service Delivery Plans by analyzing performance, creating agent schedules, and optimizing resource allocation across Voice, Live Chat, Email, and Tickets channels.
Role type
Workforce Planning Analyst
Builds
Agent schedules and capacity plans for omnichannel contact centers
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Workforce planning methodologies, demand forecasting, real-time performance monitoring, KPI analysis, schedule creation and adjustment, data analysis with spreadsheets, stakeholder communication
Preferred skills
Experience with Calabrio, Zendesk, Amazon Connect, or similar WFM systems
Technologies
Calabrio, Zendesk Contact Centre, Amazon Connect, Google Sheets, Excel
Responsibilities
Develop accurate demand forecasts and capacity plans across all channels; Create, adjust, and distribute daily and weekly agent schedules; Track and monitor real-time performance of KPIs and adherence to plans; Implement dynamic intraday adjustments to staffing and skill routing; Provide deep analysis and data-driven insights into operational performance; Proactively update and engage with operational stakeholders on performance outlooks
Seniority
Individual Contributor
