Remote WFM Capacity Planning Analyst

About the position

The Auto Club Group is seeking a Remote WFM Capacity Planning Analyst to join their team. This position is crucial for determining capacity needs for both short-term and long-term planning periods across various channels. The analyst will be responsible for creating and maintaining long-term capacity plans for multiple contact center departments. This role requires collaboration with Workforce Management analysts, Marketing, Training, Recruiting, Finance, and other business leaders to ensure that forecasts, hiring plans, training plans, marketing plans, and other reporting are accurate and accounted for in capacity plans and department budgets. In addition to planning, the analyst will collaborate across departments to ensure that capacity planning information is accurate and readily available to business leaders. They will also support recruiting efforts by working with both internal and external partners. The role involves maintaining and analyzing workforce performance, conducting leads analysis, and recommending staffing changes for continuous improvement. The analyst will oversee the retrieval of key data, analyze that data, and ensure the integrity of databases utilized by contact centers. Furthermore, they will create and maintain reporting that provides valuable insights to guide decision-making. The ideal candidate will display a passion for learning and seek to improve their expertise continuously. Providing exceptional customer service to both internal and external customers is a key aspect of this role. The analyst will leverage technology to enhance Workforce Management processes, ensuring that the organization operates efficiently and effectively.

Responsibilities

• Create and maintain long term capacity plans for multiple contact center departments.
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• Partner with Workforce Management analysts, Marketing, Training, Recruiting, Finance and other business leaders to ensure forecasts, hiring plans, training plans, marketing plans, and other reporting is accurate and accounted for in capacity plans and department budgets.
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• Collaborate across boundaries with other Auto Club Group departments to ensure capacity planning information is accurate and available to business leaders and appropriate departments.
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• Ensure Forecasting and Scheduling analysts have the necessary capacity planning information to perform their jobs.
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• Support recruiting efforts including with internal and external partners.
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• Maintain and analyze workforce performance, leads analysis, and recommend staffing changes for continuous improvement.
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• Oversee retrieval of key data, the analysis of that data, as well as the data integrity of databases being utilized by contact centers.
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• Create and maintain reporting which brings valuable insights and guides decision making.
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• Display a passion for learning and seek to improve upon their own expertise and areas of opportunity.
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• Provide exceptional customer service to internal and external customers.
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• Leverage technology to improve upon Workforce Management processes.

Requirements

• College level coursework in Computer Science, Business Administration or a related field
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• 3+ years of experience with capacity planning is required
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• Experience with multiple location management - multi-state environments
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• Demonstrated successful management of multiple and/or competing priorities/projects
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• Previous experience implementing system software upgrades/changes
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• Experience maintaining voice communication systems
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• Process improvement
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• Managing vendor relationships
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• Customer service (telephone-based)
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• Experience with Inter-departmental collaboration
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• Manage scheduling software
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• Identify/resolve technical problems
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• Forecast work volume
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• Call flow logic
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• Conduct system performance evaluation
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• Conduct system testing
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• Maintain telephone switch systems
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• Advanced knowledge of scheduling/forecasting systems
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• Oversee workforce management systems (including call forecasting/resource scheduling)
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• Knowledge of Customer interaction center management/service delivery (best practices)
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• Industry-standard telephone procedures
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• Current telephonic technologies (e.g. Lucent, Geotel)
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• Communication software
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• Company products and services
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• Statistical methods and analysis
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• Microsoft Office Suite; to include expert level knowledge of Excel
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• Functional knowledge of SQL - writing and modifying queries
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• Database Data flows/data definitions
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• Data base structures
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• Network software
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• Network routing systems
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• Call flow logic
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• Assess impact of operational changes on staffing/procedures
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• Ability to communicate effectively with others both orally and in writing - to include presentations
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• Develop/document systems procedures
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• Provide guidance and direction to others
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• Ability to represent company with vendors
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• Work under pressure to meet deadlines

Nice-to-haves

• Bachelor's degree
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• 1+ years in a contact center environment is preferred
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• 1+ years of Workforce Management experience is preferred

Benefits

• 401k Match
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• Medical
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• Dental
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• Vision
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• PTO
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• Paid Holidays
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• Tuition Reimbursement