Strategy Planning Analyst

The Role:

The Strategy Planning Analyst, is responsible for analyzing, forecasting and optimizing organizational capacity to ensure resources align with business objectives and demands.

This role combines data driven insights with strategic planning both from volume forecast, performance metrics and headcount need to help leadership make informed decisions.  The analyst will work cross functionally with operations, finance and strategy teams to balance efficiency, cost and growth objectives. 

What You’ll Do:

• Develop and maintain robust staffing models for Operations groups across the organization

• Conduct scenario analysis to support strategic decisions including headcount, process improvement and new products

• Identify risks and opportunities to ensure proper sizing and decision making against headcount needs

• Facilitate alignment between finance, workforce and operations to understand demands, drivers and operational constraints 

• Provide insights on productivity trends and performance metrics, monitor KPI’s related to efficiency, utilization and scalability

• Quarterly re-forecast preparation and finance reporting and analysis

• Prepare reports and dashboards to communicate findings to leadership and partners

• Ability to effectively influence others, including Senior Management and Business Partners and provide proactive recommendations based on long/short term staffing gaps

• Work with and back up Scheduling, Forecasting and Real-Time WFM analyst(s) when needed

What You’ll Need:

• Four- year degree is preferable or transferable skills/experience to support this position

• Previous Workforce Management and/or Contact Center experience

• Previous experience with Workforce tools (Verint, Calabrio, Aspect,IEX, Genesys)

• Excellent analytic, mathematical, and troubleshooting skills with ability to work with large amounts of data to identify both short-term and long-term trends and patterns

• Ability to lead through adverse circumstances and take ownership of expected and/or actual results

• Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner

• Proficient in MS Office/Google software

• Experience building forecasting models and conducting scenario planning

• Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment

• Strong oral and written communication skills

• Ability to effectively prepare and present information to Senior Manager and Business Partners

• Ability to effectively influence others, including Senior Management and Business Partners

• Proactively lead and oversee daily operations of assigned business projects

• Make decisions that reflect company core principles; be accountable for and hold others accountable to standard