Workforce Planning Analyst II - Full-time / Part-time

GENERAL PURPOSE

This position is responsible for developing client ramp up plans and forecasts, working with the client and client services/operations teams, assisting in the development of the rest of the WFM team and back up for Workforce Planning Leadership. Exhibits full knowledge and usage of Sykes' workforce management tools and processes to provide the most successful solutions for resource planning and scheduling.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to SYKES policies on ethics and integrity.
• Through effective leadership, coach and assist in the development of the WFM team and provide management backup, as required, in the absence of the Workforce Planning Leader.
• Acts as level 2 escalation point for WF Planning.
• Provides WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Business Development and Sales and Marketing Team. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and "what-if" scheduling scenarios.
• Performs ADHOC WFM training to other members of the Workforce team.
• Performs Audit on all WFM related tasks and processes.
• Analyzes historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients.
• Interprets account SOW and creates assumption (AHT, SLA) to be used in forecast creation.
• Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy.
• Develops reports on locked volume forecasts and reports the same to the account's leadership team for planning and staffing recommendations.
• Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval.
• Creates and optimizes reliable fifteen (15) minute to thirty (30) minute Start/Stop Time interval schedules to achieve service levels. Maintains Staffing lines per 30min time interval so as to achieve forecasted daily SLAs, meet client driven staffing line and scheduling indices.
• Creates preferences and applicable templates to effectively optimize schedules for the account's Hours of Operation (HOOP) / Hours of Support.
• Maintains schedule efficiency through approved scheduling parameters by running “what-if” scenarios to maximize service level agreement of the account.
• Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions.
• Responsible for creating, generating and sending weekly views showing projected/FC SLA, recommended Overtime.
• Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
• Develops and updates as necessary process documentation on workforce management for auditing purposes.
• Ensures compliance to the approved workforce management processes as described in WFM processes, SSE and/or other Sykes standards. Develops initiatives to drive the continuous improvement.
• Responsible for maintaining eWFM account setup. Builds, modifies, and deletes account set-up (e.g., Forecast, Staff, and Employee Groups) in eWFM; ensures these are kept up-to-date all the time.
• Develops constant communication with Clients, WFM team and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules.
• May perform other additional duties and responsibilities as assigned.

EDUCATION and/or EXPERIENCE

• High School Diploma or equivalent required. Post high school education preferred.
• Minimum of 3 years working for the Workforce/Resource Management division on a multi-channel (voice, email, chat) based account
• Total of 4 years of data analysis and call center experience
• Individuals with mathematical background from a reputable University/college will be given preference

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong statistical forecasting techniques
• Knowledge of ACD or ECD reporting
• Knowledge of automated workforce management software
• Strong Microsoft Suite skills
• Effective presentation and coaching skills
• Excellent data analysis and problem solving skills for center-wide support
• Knowledgeable in statistics, Regression Analysis and documentation
• Assertive, team player and willing to work on a shifting schedule
• Expert knowledge of CMS, other ACD System and WFM tools (ASPECT eWFM ver. 6.2 or higher)
• Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS)
• Intermediate skill in MS Excel and programming Excel for data collection. Well adept in building models with Excel to do “what if” analysis on impacts of potential changes in operational metrics.
• Excellent communication skills, both written and verbal and an ability to document call observations in a clear/concise manner
• Excellent knowledge in call center operations