Senior Resource Planning

The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency.Key ResponsibilitiesStrategic Planning and SchedulingComplete all scheduling requirements including creating and optimizing business rules and policiesAdminister and maintain workforce planning systems and real-time monitoring toolsDevelop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performanceIncorporate shrinkage forecasting (planned/unplanned) into scheduling models.Ensure rostering and scheduling is logistically sound, efficient, and effective across all channelsReal-Time Analytics and MonitoringMonitor real-time data and performance metrics to identify anomalies and operational risksImplement immediate corrective actions to minimize customer impact during service level deviationsProvide tactical recommendations for intraday schedule adjustments and resource reallocationMaintain awareness of queue conditions, agent availability, and service level performance throughout operational hoursEscalate critical issues to management with recommended solutionsForecasting and Strategic AnalysisUtilize data-driven analysis to make recommendations for workforce management strategiesSupport short-term, medium-term, and long-term forecasting initiativesDevelop and maintain forecasting models that account for seasonality, trends, and business driversControl labor costs while maintaining optimal customer experience standardsSupport monthly business review planning cycle to continually transform and improve the workforce and operating modelConduct scenario modeling and “what-if” analysis as neededCollaboration and CommunicationConduct regular meetings with stakeholders to provide insights and recommendations for decision-makingPartner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlesslyRespond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responsesCommunicate real-time operational status and recommendations to management and floor supervisorsProvide daily, weekly, and monthly reporting on key performance indicatorsProcess Improvement and InnovationIdentify opportunities to enhance forecasting accuracy and scheduling efficiencyDevelop and implement mitigation strategies when variances in resourcing or workload occurContinuously evaluate and recommend improvements to workforce management tools and processesRequired QualificationsEssential Requirements:5+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environmentComprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkageProven analytical, reporting, and data management capabilities with ability to interpret data and develop action plansExperience in workforce planning across 24/7 operationsUnderstanding of Contact Center and UCaaS telephony solutionsDemonstrated problem-solving, planning, and prioritization skillsStrong customer-centric mindsetOutstanding communication and stakeholder management skillsAbility to work under pressure and make quick decisions in real-time scenariosTechnical Skills:Highly proficient in MS Office suite, especially Excel and PowerPointExperience with workforce management systems and real-time monitoring toolsKnowledge of workforce management theory, applications, technologies, and KPIsStrong mathematical and statistical analysis capabilities