Business Analyst - capacity planner (wfm)AXIS ONLINE VENTURES INC.

JOB DESCRIPTION
Job Description
Qualifications:
Minimum of 5 years of experience in Workforce Management.
2 years in capacity planning, forecasting, budgeting & scheduling preferably in a call center environment.
Strong business, operational and procedural knowledge of a call center.
Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).
Understanding of call center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,).
Knowledge of Human Resource policies and procedures.
Responsibilities: 
Responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast
Formulate recommendations based upon analysis, data, and input from users and departmental management
Maintaining a close working relationship with all departmental leadership in developing staffing strategies
Advise Site Directors, Business Managers, and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller
Partner with Site Director regarding forecasting/planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.
Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours).
Analyze, develop action plans and resolve service delivery and/or service level issues.
Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
Collaborate with supervisors to identify and track both planned and unplanned absences.
Review forecasts on an intra – daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.
Identify call volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis.
Establish and maintain communication channels regarding events that impact call and claim volumes.
OTHER JOB REQUIREMENTS
Education
Bachelor's/College Degree
Field of study
Business Studies/Administration/Management
Specialization
Marketing/Business Dev
business development