The Senior Analytics Solutions Associate is a part of the Capacity Planning Team within Workforce planning. The role involves call center capacity planning and quantitative analysis. The candidate will summarize multi-sourced data into meaningful and actionable business intelligence for our global call center and correspondence network. The responsibilities include managing staffing/capacity plans and leading presentations. This position requires excellent judgment, strong analytical skills, business acumen, and superior communication skills. It is an excellent opportunity for a self-starter who thrives in a fast-paced and team-oriented environment to support service excellence.
General Requirements for Role
The Senior Analytics Solutions Associate is a part of the Capacity Planning Team within Workforce planning is responsible for call center capacity planning, quantitative analyses, and the summarization of multi-sourced data into meaningful and actionable business intelligence within our global call center and correspondence network. Key accountabilities (in part) are managing staffing/capacity plans and leading the preparation of presentations, from ideation to executive hand-off. This position allows a great deal of latitude, and excellent judgment is required. It is an excellent opportunity for a self-starter who thrives in a fast-paced and team-oriented environment where strong analytical skills, business acumen, and superior communication skills are leveraged to support our company’s ability to deliver service excellence to its customers.
Job Responsibilities:
- Partner with Site Operations, Training, Recruiting, Finance, and WFM to build, update and maintain capacity planning models
- Responsible for documenting forecast demand drivers (call volume, work rates, any other demand metrics) and projected supply drivers (headcount, shrinkage, other client related non-productive activities)
- Coordinates and acts as lead during monthly planning cycles (Update capacity models and create capacity outlook with quantifiable headwind and tailwinds impacts using actual or projected new product/service performance, communicate key risks to stakeholders)
- Produces headcount / service level walks and commentary for prior month; Partners with Finance and Recruiting to track advisor headcount across multiple cohorts
- Partners with training and recruitment teams to supply optimized new hire / changes to new hire classes in alignment with the budget, location strategies and all stakeholders
- Conduct ad-hoc analysis
Required Qualifications, Capabilities, and Skills:
- 10+ years’ experience working in large call center, multi-site, or similar environments and 7+ years’ experience in Workforce planning - forecasting, capacity planning, scheduling and / or Real time monitoring
- High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
- Proven Leadership capabilities with excellent written and oral communication skills across internal and external stakeholders
- Strength in quantitative analysis, critical thinking, problem solving, and innovation
- Highly detail oriented, ability to multitask, manage time and prioritize to complete a project/task, whilst being flexible with work schedules to accommodate business needs
- Comfortable working independently and / or in a group, in a fluid business environment, changing job priorities, and across stakeholders at variety of levels internally and externally
- High level of professionalism and confidentiality at all times
Preferred Qualifications, Capabilities, and Skills:
- College degree or similar work experience
- Project Program management degree
- Knowledge of Alteryx (Intermediate) / Power BI / Power Query / Python
