Deskripsi Pekerjaan
ResultsCX is seeking a highly skilled and strategic WFM Resource Planning Analyst to provide visionary leadership in workforce management. In this critical role, you will drive forecasting, capacity planning, scheduling, and real-time optimization to ensure our call center operations run at peak efficiency. You will analyze historical data, predict workload trends, and collaborate with operations and HR teams to align staffing with business needs. Your insights will directly impact service levels, employee satisfaction, and cost efficiency. If you are passionate about using data to solve complex scheduling challenges and thrive in a fast-paced environment, this is the opportunity to join a leading customer experience company and make a measurable difference.
As a WFM Resource Planning Analyst, you will be the architect of our workforce strategy, responsible for long-term planning and immediate adjustments. You will leverage industry-leading tools to create accurate forecasts, develop optimal schedules, and monitor adherence. Your recommendations will guide recruitment plans, training schedules, and budget decisions. We are looking for a proactive problem-solver who can balance analytical rigor with operational realities. At ResultsCX, you will be part of a collaborative team dedicated to delivering exceptional customer interactions and will have the chance to grow your career in a supportive, data-driven environment.
Tanggung Jawab
- Develop and maintain long-term and short-term call volume forecasts using historical data, trend analysis, and business inputs.
- Create and optimize agent schedules to meet service level and occupancy targets while considering employee preferences and regulations.
- Perform capacity planning and recommend staffing levels across multiple channels and sites.
- Monitor real-time adherence, manage intraday adjustments, and respond to unexpected changes in volume or staffing.
- Analyze and report on key performance metrics (e.g., service level, shrinkage, occupancy, schedule efficiency) and provide actionable insights.
- Collaborate with operations, training, and HR to align workforce plans with business goals and talent management strategies.
- Identify opportunities for process improvement and automation within workforce management operations.
- Support budgeting and planning processes by providing accurate labor cost projections and staffing models.
Kualifikasi
- Bachelor's degree in Business, Mathematics, Statistics, or a related field; or equivalent work experience.
- Minimum of 3 years of experience in workforce management, resource planning, or a similar analytical role within a call center or customer service environment.
- Strong proficiency in workforce management software (e.g., IEX, Aspect, Verint, or similar) and advanced Excel skills.
- Demonstrated ability in forecasting, scheduling, and capacity planning using statistical methods and tools.
- Excellent analytical, problem-solving, and decision-making skills with keen attention to detail.
- Effective communication and interpersonal skills to collaborate with diverse teams and present data to stakeholders.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities under tight deadlines.
- Knowledge of contact center operations and metrics (SL, ASA, AHT, occupancy, shrinkage) is required.