Workforce Management Analyst

The Workforce Management Analyst will support the maintaining and creating of strategic long term staffing plans. The Analyst will analyze reports and data that help to interpret what is occurring in the operational environments of the contact centers and to make recommendations for improving the quality of service delivery that enhances the customer experience. The Analyst is responsible for the design, development, and publication of management reports and for the accuracy of the data. The Analyst will also support and assist with any quality related activities as assigned. This position will manage assigned programs to ensure that stated objectives are met and that the program continues to support the mission of the organization. Expected to be a strong team player who can build both internal and external relationships, cooperate with internal business units and work at all levels of the organization to meet business units and organizational objectives.

Essential Functions and Responsibilities
•Forecast call projections and staffing requirements coordinating closely with the business to understand all factors.
•Adjust forecasting and planning models based on business needs and frequently updated information.
•Maintaining staffing models including FTE requirements and schedule needs for each line of business factoring in appropriate shrinkage and productivity assumptions.
•Responsible for performing and overseeing critical and complex analysis of operational data to identify past trends and forecast future trends across key metrics.
•Prepare presentations/graphs based on results of utilization analysis

Qualifications/Skills
•Four year BA/BS degree in business or related discipline required
•Minimum 4 years of overall experience
•Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills. Preferably with experience in multinational company in a multi-cultural setting.
•Excellent analytical skills: ability to collect data, identify and analyze trends and present strategic recommendations in a clear and logical manner
•Experience in managing complex, cross-functional project and presenting the results to executive level management
•Ability to conduct tasks while maintaining internal and external confidentiality
•Ability to multitask and be involved in varying projects with differing levels of responsibility
•Ability to travel as needed
•Proficiencies in Microsoft Office products such as Word, Excel, Office