Sr. Planning & Resource Optimization Analyst

Sr. Planning & Resource Optimization Analyst 10785

A leading professional networking and development company is seeking a Sr. Planning & Resource Optimization Analyst. The successful candidate will analyze contact center data and trends to create detailed workload models, recommend solutions to improve overall operational efficiency, as well as maintain a focus on meeting service level agreements and maintaining agent work/life balance. The ideal candidate has prior experience in an analytical role. The company offers a great work environment!

Sr. Planning & Resource Optimization Analyst Pay and Benefits:

• Hourly pay: $40 - $45 
• Worksite: Leading professional networking and development company (Omaha, NE 68144)
• W2 Employment, Group Medical, Dental, Vision, Life, 401k
• 40 hours/week, 12 Month Assignment

Sr. Planning & Resource Optimization Analyst Responsibilities:

• Create forecasts of contact volume (email, phone, chat, etc.), handling time, shrinkage, and other workforce related metrics based on trends and understood business drivers.
• Determine headcount recommendations and hiring needs for customer support teams.
• Develop and evaluate agent schedules to meet operational goals.
• Intra-day monitoring to optimize resources in real time and achieve the goal of providing consistent and timely service to members.
• Deliver accurate and well-timed reports/dashboards to all levels of leadership providing actionable insights.
• Maintain and organize detailed records of contact center data & trends including service level, response time, etc.
• Create and maintain capacity planning models for short-term and long-term forecasts.
• Support ad hoc requests & analyses to explore proposed business changes.
• Gain proficiency with our WFM enterprise software and drive system enhancements to accommodate business needs with technology teams and software vendors as needed.
• Manage escalation process to ensure leadership and relevant stakeholders are well informed.
• Create and maintain documentation to support day to day procedures.
• Present & articulate analyses to all levels of leadership and stakeholder audiences.
• Prepare and lead instructional and educational presentations
• Enhance the member and customer experience by providing actionable staffing insights.

Sr. Planning & Resource Optimization Analyst Qualifications:

• 3+ years of experience in an analytical role.
• Bachelor’s degree.
• Experience in creating demand, financial or operational forecasts.
• Experience in Workforce Planning or econometrics.
• Business consulting experience.
• Experience with Data Analytics tools such as Tableau, Power BI, R, Python.
• Experience with workforce management systems such as Teleopti, Aspect, NICE, Verint, Genesys, etc.
• Experience with SQL.
• Experience with project management and working cross-functionally with teams.
• Experience presenting to senior leadership.
• Superior time management and communication skills with the ability to synthesize, simplify and explain complex problems to diverse types of audiences.
• Comfort in presenting to management and experienced in MS PowerPoint as means to displaying data analysis.
• Advanced knowledge of MS Excel (vlookups, pivot tables, complex functions).
• Knowledge of MS Office (Outlook, Word, PowerPoint, and Excel).
• Knowledge of social media and consumer Internet practices.