Key Facts

Remote From:

Full time

English

Experience leading and developing a team of Forecasting/Planning Analysts and Workforce Senior Analysts in a WFM environment
Strong forecasting, budgeting, capacity planning and model-building skills to improve accuracy and monitor drivers against business change
Expertise in shift pattern design, scheduling optimization, resource planning, and aligning workforce options with location, accommodation, and agent groups to maximize satisfaction
Stakeholder management and collaboration with Operations and Workforce leadership; recruitment experience

Lead and develop a small team of Forecasting Planning Analysts and Workforce Senior Analysts; accurately forecast and budget for call and non-call workloads and resources; monitor drivers and build models to improve forecast accuracy
Monitor, propose and implement effective shift patterns to match business requirements; optimize performance across ClearSource teams and maximize agent satisfaction with flexible options
Assist the Workforce Manager with strategic planning and scheduling strategies; identify staffing opportunities and provide recruitment recommendations; oversee Workforce Senior Analysts
Identify and proactively manage changes to shift patterns; facilitate smooth communication with Operations; maintain a formal historical record of changes and their impact; plan for business, resource, and seasonal changes and report results; promote diversity and reinforce WFM practices

Job description

Core Tasks:

To manage and develop a small team of Forecasting & Planning Analysts, accurately prepare forecasts and budgets for call & non-call workloads and resources, monitor drivers against business change & developing models to improve accuracy.

To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all ClearSource teams and maximizing agent satisfaction by providing flexible options, taking into account the location, accommodation, and agent groups.

Assist the Workforce Manager in strategic planning and scheduling strategies for the business unit and oversee/manage a staff of Workforce Senior Analysts.

To identify and proactively manage changes to the shift patterns to deliver improved customer service, working as a team with Operations, facilitating smooth communication and transition, and maintaining and communicating a formal historical record of the changes and their impact.

To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, and reporting on expected and experienced results.