Lead Operations Workforce Capacity Planning Analyst

Job Summary

A company is looking for a Lead Operations Workforce & Capacity Planning Analyst.

Key Responsibilities:

• Act as a Subject Matter Expert (SME) for multiple lines of business, serving as the principal liaison between Operations and inbound/outbound contact and inbound application capacity strategies
• Create schedules for frontline team members on a weekly basis
• Analyze the results of all production reporting and make recommendations regarding strategic management of inbound contact and application forecasting and outbound dialing strategies

Required Qualifications:

• 5 years of Workforce management/analyst experience
• 3 years of Call Center experience
• In-depth knowledge of business processes and Call Center operations including intraday planning
• Demonstrated proficiency in Workforce Management Operations
• Demonstrated proficiency with SQL and/or other analytical tools