Workforce Management Planning Analyst - Phoenix, United States - Prosper

Prosper

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Role

Problems You Will Solve:

Develop and maintain longterm staffing need forecasts for all volumebased lines of business using Finance/marketing forecasts, seasonality, recent trends of actuals compared to prior forecasts, and initiatives on the roadmap to project volume (calls, tickets, chats), AHT, shrinkage, loaned resources, and attrition (positive and negative).
Build & maintain a line of sight to how staffing needs translate to base pay and fully loaded wage cost in both the capacity plan and scenarios.
Analysis of cohort tenure on AHT using Erlang, weighted averages, indexing, seasonality, and trend analysis. Understanding of regression analysis.
Establish forecasting for new lines of business and size the support needed for new products or support channels such as Chat.
Assist department leaders with accurate forecasts of staffing needs and shrinkage trends compared to current staffing and possible attrition to craft hiring plans to ensure actual headcount matches needs for the year ahead.
Measure forecast accuracy for volume, AHT, staffing need, staffing actuals, and related costs (both forecasted and actual).
Measure forecast performance by creating and/or providing metrics and measurements that illustrate forecasting efficacy and scheduling efficiency.
Vendor staffing invoice recon: verifying billed line items match actuals. The WFM Capacity Planner Analyst acts as the first approver for vendor staffing invoices and tracks how actual invoiced costs compare to forecast.
Analyze staffing plans to align with company growth and costeffectiveness objectives.
Conduct root cause analyses to recommend WFM forecasting and scheduling process improvements. Experience in process creation, documentation, and improvement with an eye toward efficiency and error reduction.
Create visualizations to convey information regarding the capacity plan.
Write script in GCP Big Query to answer novel data questions.
Adjust existing reports and build new ones as needed for the business.
Craft strategy to meet or exceed ongoing service level, abandon rate, schedule adherence, utilization, and occupancy objectives.
Make thoughtful and sound recommendations to management around optimal staffing tactics.
Clearly and concisely communicate to senior leadership future staffing plans and past performance against previous plans.
Effectively communicate past performance, data trends, staffing plans, and expected outcomes to leadership, including senior management.
Established strong relationships with partners across Finance, Marketing, & Operations to develop forecasts that uphold highquality service while maintaining financial discipline.
Provide monthly performance reports to leadership.
Ability and desire to represent and explain complex data analysis models to operation staff, leadership, and frontline staff in familiar and nontechnical language.
Partner with analytics groups to quantify the financial impacts of strategies and enhancements.

About You:

Bachelor's Degree with a focus on Mathematics, Statistics, Finance, Economics, Supply Chain, or Business fields of study is preferred
4+ years of experience in a relevant role (Project management, WFM, capacity planning, or similar).
Must possess excellent oral and written communication skills with all levels of personnel.
Demonstrated ability to multitask and perform comfortably in a fastpaced, deadlineoriented work environment requiring the effective management of multiple priorities
Has an analytical mindset and excels at problemsolving
Must have an excellent working knowledge of Excel (macros and VBA strongly preferred) and working knowledge of other Windowsbased programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner, deliver presentations, and problemsolving with stakeholders
Strong working knowledge of WFM scheduling software such as (NICE/IEX, NICE/StrategicPlanner, Verint, Aspect/EWFM/Alvaria); some admin experience preferred.
SQL, Big Query, or GCP experience is a plus. Preference for the ability to write queries
Visualization tools (_e.g.,_ Tableau, Looker, Power BI, etc.) experience is a plus. Preference for the ability to build new reports
Familiarity with skilling and reporting in ACD phone systems such as (CXone, LiveVox/Smartreach, Five9, CISCO, or Avaya) a plus.
Demonstrated experience in trend analysis, data mining, and the ability to interpret data to provide recommendations to drive critical business decisions.
Experience designing, testing, and validating reports for accuracy.
Consistent exercise of good judgment and discretion in matters of significance and proactive diplomacy.
A history of innovation, adaptability, selfimprovement, and selfdriven learning.