Workforce Planning Analyst

ROLE PURPOSE:

The Workforce Planning Analyst is responsible to provide cost-effective long and short-term global forecasts for workload, staffing and hiring plans that ensure achievement of business targets. The Planning Analyst serves as a performance consultant to internal/external leadership providing direction, supporting analysis and data to drive business changes and leadership in weekly/monthly stakeholder meetings.

KEY ACCOUNTABILITIES:

• Build long term (1 to 5 year) budgets and forecasts for contact volume, AHT, and operational metrics staffing plan ensuring operational goals are met
• Make individual business decisions to deliver optimal staffing and hiring plans to Operational and Human Resource teams, along with External Business Partners and Outsourcers
• Update staffing plans with actual results, adjust based on current trends, goals and targets, staffing levels, market conditions, and marketing plans
• Monitor, track, analyze results, and provide insights versus budget and forecasts to understand current trends related to the staffing plans key metrics and identify process improvement opportunities
• Perform “what if” scenarios to provide insight and analysis for optimal delivery of operational efficiency and effectiveness
• Build fee-based revenue models for all staffing plans or programs collecting fee-based revenue using a defined revenue model based upon agreed charging models
• Deliver capacity plans, to include maximum workstations, concurrent agent projections, and other capacity plan information as requested to evaluate Reservations and Customer Care Sourcing and Technology foot print

KEY SKILLS & EXPERIENCE:

Education: Bachelor’s degree in a business-related field – Accounting, Finance, Mathematics, Statistics, Economics, etc. or equivalent experience in Workforce Management contact center planning, statistical analysis, and problem solving

Experience:

• 3-5 years business experience with Workforce Management experience in contact center operations and analysis
• 1+ year experience in contact center or Workforce Management reporting and analytics
• 1+ year experience with contact center forecast/resource planning tools such as Bay Bridge Decision technologies

Skills & Knowledge:

• Full understanding and skills to train all Planning & Workforce systems
• Proven, established rapport and relationships with stakeholders
• Senior level WFM skills to access and modify all Workforce & Planning data, code & reports
• Knowledge and understanding of Tableau, SQL or SAS coding preferred
• Knowledge and demonstrated experience with Workforce Management Systems, such as Genesys WFM and Infomart Reporting for phone, email & chat contacts
• Strong understanding of variable cost models and how staffing decisions impact the cost structure
• Excellent computer skills with an emphasis in Excel, Access, PowerPoint
• Strong analysis skills and experience with problem solving; including detailed variance analysis for contact center metrics

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.