Work Force Resource Planning Analyst

Work Force Resource Planning Analyst

Our Client is currently recruiting a Work Force Resource Planning Analyst

Roles

• Analyze call volume patterns by contact queue/type and service line
• Assist the Forecasting & Scheduling analyst in developing forecasting models to predict call volume and key call statistics, email volume, web form volume and the addition of future media types
• Communicate necessary real time and proactive adjustments to workforce requirements based on changing/dynamic forecasts; re-forecast when necessary
• Ensure schedules are generated on a regular basis to maximize effective allocation of resources
• Assist in identification of call volume trends and averages on an hourly, daily, monthly, quarterly, and seasonal basis
• Capture, store, and report on historical statistics (service level, occupancy, forecast accuracy, etc.)
• Collaborate with other departments, call center staff, and customers to identify opportunities for improvement of resource utilization
• Utilize workforce management software package to forecast calls and schedule staff
• Analyzing workload, vacation and absence records, training and quality schedules (shrinkage) for on-going historical trend analysis and forecasting purposes.
• Advising Team Leaders and management of observed workflow issues and/or trends.
• Leading special workforce management-related projects.
• Leads process/product improvement projects, and ensures customer satisfaction.
• Develops strategic plans related to workforce planning and translates strategy into coaching fundamentals..
• Providing proactive, solutions-oriented support for the managers

Requirements

• Must have 3-4 years extensive experience in Human Resource Pallining
• Must have strong excel reporting skills
• Must have worked in environment where scheduling staff are planned against demand workloads
• Must have workforce planning experience in large staffing environments
• Must have experience in planning and managing real-time trend changes and optimization of schedules and demands
• Must have experience in planning more than 500 employee demand schedules and multisite operations
• Must have scheduled against demands, off days, leaves, training, demand and cost management
• Must have worked in diverse fast moving and dynamic changing environment
• Must have led teams and managed as a interface person to operations and provided direction to support business needs
• Must have been part of reporting up to management level and executives to present planning and forecasting schedules
• Must have experience in working with workforce management systems and IT systems
• Must have database experience
• Must have technology or statistics education
• Must have vast experience in reporting on business performance of key kpis, staff, process, and service performance metrics

How to Apply

If you feel you fit the above role, please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.keN.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
Only candidates short-listed for interview will be contacted.