Deskripsi Pekerjaan
Join ResultsCX as a WFM Resource Planning Analyst and become the strategic backbone of our customer operations. In this pivotal role, you'll drive workforce excellence through advanced forecasting, intelligent scheduling, and real-time resource optimization. You'll leverage data analytics to predict staffing needs, align resources with business objectives, and enhance service delivery across our contact centers. This position offers the opportunity to implement cutting-edge workforce management strategies that directly impact operational efficiency and customer satisfaction. If you're passionate about transforming raw data into actionable workforce intelligence and thrive in dynamic environments, we invite you to bring your expertise to our innovative team.
Tanggung Jawab
- Develop and maintain accurate call volume, handle time, and occupancy forecasts using historical data and trend analysis
- Design, implement, and optimize staff schedules to align with service level agreements and budget constraints
- Monitor real-time adherence and make proactive adjustments to address unexpected fluctuations in demand
- Collaborate with department heads to translate business requirements into effective resource plans
- Analyze performance metrics (SLAs, AHT, FCR) to identify optimization opportunities
- Generate comprehensive workforce reports and present actionable insights to stakeholders
- Continuously improve forecasting methodologies and scheduling algorithms
Kualifikasi
- Bachelor's degree in Business Analytics, Mathematics, Statistics, or related field
- Minimum 3 years of experience in workforce management or resource planning within contact centers
- Proficiency in WFM software (e.g., Verint, NICE, IEX) and advanced Excel skills
- Strong statistical modeling and data visualization capabilities
- Proven experience with capacity planning and staffing optimization methodologies
- Excellent problem-solving skills with ability to interpret complex datasets
- Exceptional communication skills for cross-functional collaboration