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Resource Planning Analyst

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The Resource Planning Analyst is part of a growing team that manages the day to day operations of the multi-lingual contact centers for the Global Supply Operations (GSO) group. The RP Analyst will serve as a first point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning.
They will work with other analysts in multiple contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved.

The successful individual must be able to manage multiple tasks and projects simultaneously, establish priorities for themselves and own deliverables end to end. This individual must be able to work with minimal instruction and oversight, while being skilled at collaborating with other team members.
They also must be able to develop and maintain strong working relationships with the leadership teams of each of our global contact centers.

Responsibilities:
- Ensure that day of week, week of year, interval of day patterns and forecasts are accurate and up to date.
- Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals.
- Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization.
- Oversee the entire schedule bidding process; create new schedules or schedule changes that optimize staffing to best meet workload patterns.
- Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities.
- Consult with center leadership and perform real-time updates of skilling and agent task assignment to balance service levels across all queues.
- Analyze forecasts, communicate changes and performance and provide guidance to assist the management team in meeting daily/weekly goals.
- Daily, weekly and monthly administration of tracking & reporting tools to ensure that all employee records are up to date.
- Maintain accurate employee records (hire date, skills, termination, etc.) and perform updates in coordination with training and human resources and technology teams.
- Track and provide trend analysis regarding off-phone/queue activities Identify areas for continued improvement in agent performance and aid in implementation of initiatives.
- Required Knowledge and Experience At least 2 years of experience in an analyst-level resource planning role in a multi-lingual call center.
- Experience using automated call distribution & call management software (preferably Avaya CMS).
- Outstanding analytical skills and ability to identify and communicate trends and patterns in data.
- Advanced Microsoft Office skills (Excel, Word, PowerPoint) Solid understanding of telephony, routing, skilling systems and methodologies.
- Solid decision making ability and ability to work independently Ability to collaborate and influence (managers and above) .
- Leadership experience Experience using a workforce management system (preferably Aspect eWFM 7.0+, with RTA and eSchedule Planner) to forecast call volume and schedule agents in a call center environment.
- Experience with case management software (preferably salesforce.com)

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