Deskripsi Pekerjaan
Join Ubiquity's dynamic team as a Workforce Forecasting and Capacity Planning Analyst and drive operational excellence through strategic resource optimization. This critical role bridges data analytics and business strategy to ensure our call center operations maintain peak efficiency while delivering exceptional customer experiences. You'll leverage historical trends, business objectives, and market fluctuations to predict staffing needs, align resources with demand, and mitigate operational risks. At Ubiquity, we invest in talent development and offer a collaborative environment where your analytical expertise directly impacts business growth. Apply today and start your journey with Ubiquity – where your skills shape the future of customer service operations.
Tanggung Jawab
- Analyze historical call volume, handle times, and attrition rates to develop accurate workforce forecasts
- Design and maintain capacity planning models using statistical tools and business intelligence platforms
- Collaborate with department heads to translate business objectives into staffing requirements
- Generate regular reports on staffing gaps, overtime costs, and service level compliance
- Recommend optimal shift schedules and resource allocation strategies
- Monitor real-time performance metrics and adjust forecasts proactively
- Present findings and actionable insights to cross-functional stakeholders
Kualifikasi
- Bachelor's degree in Business Analytics, Economics, Statistics, or related field
- 3+ years of experience in workforce planning or capacity management
- Advanced proficiency in Excel (VLOOKUP, PivotTables, Solver) and SQL
- Experience with WFM tools (e.g., Calabrio, Verint) or BI platforms (Tableau, Power BI)
- Strong statistical modeling and forecasting methodologies knowledge
- Excellent problem-solving skills with data-driven decision-making ability
- Effective communication skills for presenting complex data to non-technical audiences