Workforce Planning Analyst

The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the TRC. The Workforce Planning Analyst is responsible for forecasting workload and applying the appropriate resources to handle the workload within intended service levels. The position reports directly to the Supervisor of Workforce Management and requires a significant amount of interaction with TRC management and TRC associates.Specific Duties:Raise Hot Issues around Staffing, Call Volume/Abandons, and Agent PerformanceRaise recommendations to improve Call RoutingSupport TRC Staffing Plan for all areas (Sales/CS) with a focus on 50 min/35 min TPC Team & WeekendsDay to Day management of Work distribution and agent productivityDrive TRC Service Metrics GoalsSpecific Roles within WFM:Queue Management:

Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal. Actions might include routing calls from one department to another to cross-trained associates or requesting off-phone time be rescheduled.Intra-Day Reporting:

Reporting our results throughout the day.Scheduling:

Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives.Call Center IT:

Troubleshooting and identifying contact center-wide issues and identifying impact to the business, escalating issues to IS leadership and recommending action to resolve, working with IS to fix bugs and implement company initiativesForecasting : Analyzing patterns of call volume and average handle time to determine how many associates are needed at any given time to achieve our goals. Assessing the impact of special events.What We’re Looking For:2+ years of experience in workforce management or operationsKnowledge of call center operations and customer serviceAttention to detail, highly accountable and initiative-takingStrong analytical skills with the ability to interpret data and make informed decisionsAbility to work in a fast paced environment with minimal supervisionExcellent communication and collaboration skillsAbility to communicate problems/opportunities to supervisory staff leading to process improvementExperience with workforce management and data analysis tools (i.e., Genesys, Tableau)Extremely well-organized and capable of handling multiple projects and ad-hoc requests simultaneouslyProficient with Computers, MS Excel, MS WordAbility to maintain regular or consistent attendance in accordance with company and departmental policies/procedures

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