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Business Development Workforce Analyst
3 weeks ago
**Job Overview:**
Acara Solutions, Inc. is a leading provider of innovative workforce management solutions. We are seeking an experienced Workforce Analyst to join our team in a key role that drives strategic planning and customer success.
As a Workforce Analyst, you will be responsible for developing and implementing long-term forecasting and capacity planning strategies across multiple communication channels (phone, email, chat). You will also prepare and deliver proposals, presentations, and cost-benefit analysis for staffing recommendations.
Key Responsibilities:
- Develop and maintain rolling 18-month forecasts and headcount requirements for assigned business units.
- Prepare and deliver proposals, presentations, and cost-benefit analysis for staffing recommendations.
- Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.
- Update queue and agent settings in Calabrio to align with changes with assigned business units.
- Maintain skilling matrix for each business unit assigned.
- Monitor profile requests to ensure forecast/performance impacts are tracked.
- Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.
- Serve as subject matter expert to assist with training new employees and assist team members with process questions.
- Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.
**Requirements:**
- Bachelor's Degree - Preferred
- 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment.
- Possesses strong technical aptitude.
- Excellent interpretation of complex statistical data.
- Strong verbal communication and listening skills.
- Effective interpersonal skills.
- Excellent collaboration and team building skills.
- Excellent organizational skills.
- Ability to lead/manage others.
- Demonstrates project management skills.
- Develops and delivers effective presentations.
