Workforce Planning Analyst
Core
Support the effective operation of the contact centre by delivering accurate forecasting, scheduling, real-time management, and reporting.
Role type
Workforce Planning Analyst
Builds
Contact centre operations (forecasts, schedules, real-time adjustments)
Domain
Financial Services / Contact Centre Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce Management systems, forecasting, scheduling, real-time management, contact centre operations, data analysis
Preferred skills
Stakeholder communication, cross-functional collaboration, continuous improvement
Responsibilities
Use historical data and trends to sharpen operations centre forecasts; Design and maintain agent schedules balancing business needs and compliance; Monitor live contact centre activity and reallocate resources; Partner with stakeholders to factor in campaigns and regulatory changes; Identify opportunities to enhance forecasting and reporting processes.
