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Workforce Planning & Resource Optimization Analyst

Business Operations | Omaha, NE | Full Time, Contract, and Temporary

Job Description

Workforce Planning & Resource Optimization Analyst 7920 

The Global Customer Operations (GCO) team is seeking a Planning & Resource Optimization Analyst who will enhance the member and customer experience by providing actionable staffing insights. Key responsibilities in this role include analyzing contact center data and trends to create detailed workload models, recommending solutions to improve overall operational efficiency, as well as maintaining a focus on meeting service level agreements and maintaining agent work/life balance.


  • Administer processes and tracking of headcount supply through hire plan management
  • Determine headcount recommendations and hiring needs for customer support teams
  • Support a team of analysts tie together the story of supply vs. demand the understanding the following:
    Agent schedules to meet operational goals
    Intra-day monitoring to optimize resources real time and achieve goal of providing consistent and timely service to members
  • 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 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<span
  • Present & articulate analyses to all levels of leadership and stakeholder audiences
  • Prepare and lead instructional and educational presentations


  • 1+ year of experience in an analytical role
  • Experience in creating demand, financial or operational forecasts, or process improvement

Preferred Qualifications:

  • Bachelor’s degree
  • Advanced knowledge of MS Excel (vlookups, pivot tables, complex functions)
  • Experience with workforce management systems such as Teleopti, Aspect, NICE, Verint, Genesys, etc.
  • Comfort in presenting to management and experienced in MS PowerPoint as means to displaying data analysis
  • 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
  • Knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
  • Knowledge of social media and consumer Internet practices 

$30-$35 per hour                                Omaha, NE 68114                                12 Month Assignment