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 Scheduling- Complete all scheduling requirements including creating and optimizing business rules and policies- Administer and maintain workforce planning systems and real-time monitoring tools- Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance- Incorporate shrinkage forecasting (planned/unplanned) into scheduling models.- Ensure rostering and scheduling is logistically sound, efficient, and effective across all channelsReal-Time Analytics and Monitoring- Monitor real-time data and performance metrics to identify anomalies and operational risks- Implement immediate corrective actions to minimize customer impact during service level deviations- Provide tactical recommendations for intraday schedule adjustments and resource reallocation- Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours- Escalate critical issues to management with recommended solutionsForecasting and Strategic Analysis- Utilize data-driven analysis to make recommendations for workforce management strategies- Support short-term, medium-term, and long-term forecasting initiatives- Develop and maintain forecasting models that account for seasonality, trends, and business drivers- Control labor costs while maintaining optimal customer experience standards- Support monthly business review planning cycle to continually transform and improve the workforce and operating model- Conduct scenario modeling and "what-if" analysis as neededCollaboration and Communication- Conduct regular meetings with stakeholders to provide insights and recommendations for decision-making- Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly- Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses- Communicate real-time operational status and recommendations to management and floor supervisors- Provide daily, weekly, and monthly reporting on key performance indicatorsProcess Improvement and Innovation- Identify opportunities to enhance forecasting accuracy and scheduling efficiency- Develop and implement mitigation strategies when variances in resourcing or workload occur- Continuously 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 environment- Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage- Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans- Experience in workforce planning across 24/7 operations- Understanding of Contact Center and UCaaS telephony solutions- Demonstrated problem-solving, planning, and prioritization skills- Strong customer-centric mindset- Outstanding communication and stakeholder management skills- Ability to work under pressure and make quick decisions in real-time scenariosTechnical Skills:- Highly proficient in MS Office suite, especially Excel and PowerPoint- Experience with workforce management systems and real-time monitoring tools- Knowledge of workforce management theory, applications, technologies, and KPIs- Strong mathematical and statistical analysis capabilities