 
						Senior Resource Planning
3 days ago
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 Responsibilities Strategic 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 channels Real-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 solutions Forecasting 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
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