lead Analyst, care wfm sched & forecastVistaprint

CARE Lead Analyst - Design WFM
Location: Manila
Job Level: PR3
Company: Vista
Vista is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vista, small businesses can create and customize their marketing with easy-to-use digital tools and design templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site, and on the go.
The Global CARE Capacity Planning and Work Force Management (WFM) organization owns end-to-end workforce planning and execution of Vista's Global Customer Care and Design network. Our forecasting, strategic headcount planning, scheduling, and real-time management solutions are responsible for the millions of decisions needed to provide jaw-dropping customer value to all our customers around the world. The Strategic Headcount Planning team is responsible for developing and maintaining Vista's demand and headcount supply plans to set customer contact volume site strategy and cost profile and ultimately achieve customer service level goals. We are looking for an exceptional senior planner who has excellent data modeling, planning, and technical skills combined with a talent for stakeholder management, who is passionate about customer experience, and who will contribute to major innovation across Global CARE Capacity Planning to join us as Lead Analyst - Design WFM. The successful candidate will experience a wide range of problem-solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize headcount planning and hiring decisions.
KEY RESPONSIBILITIES
Drive Vista Design scheduling and planning processes. Continuously assess the medium- and short-term plan for service level risks and devise offsetting contingency plans.
Partner with Global Headcount Planning and Global Forecasting to ensure plans are both grounded based on trends with forwarding alignment to the operational and financial strategy. Drive planning towards service level goal achievement by contact channel and skill.
Review and manage site seating and ensure that plans are aligned to seat capacity.
Act as a key WFM leader and can lead a team of schedule analysts and/or real-time analysts to relentlessly learn and improve while managing their performance via data-driven scorecards.
Lead or partner with other WFM Leaders to drive continuous improvements and global standardization across WFM processes including designing/updating global schedule and planning models, designing database structures/tables, and interaction models, and developing stakeholder-aligned reporting. Improve optimization to balance cost efficiency, employee satisfaction, and labor constraints. Document effective Standard Operating Procedures for such.
Lead outlook meetings with key stakeholders and drive alignment and implementation of scheduling plans at network and site level highlighting key risk areas for stakeholder focus such as Average Handle Time, Occupancy, Non-Productive Time, New Hire Productivity Ramp, and Site and Skill Mix. Continual deep dive, risk management and effective communication and implementation of the plan.
Drive data-driven root-cause analysis to provide insights to key stakeholders on performance metrics and strategy during business reviews and reports requiring data science & analytics.
Ensure that plans are aligned with the Real-Time Management teams to ensure efficient execution in the week.
Deliver amazing results together with Operations and other key partners to ensure that operational processes and workflows are aligned to help achieve performance metrics and identify process breakdowns.
QUALIFICATIONS
4+ years' experience in a Senior role in WFM and with experience in all aspects from Real-time Management, Scheduling, Capacity Planning, and Forecasting.
Experience designing and building complex planning models
Excellent data modeling, Excel, and analysis skills driving business insights.
Experience in statistical analysis, data visualization
Combination of technical skills and business savvy to interface with all levels within WFM, Data & Analytics, Finance, and key operational stakeholder teams
Excellent written and verbal communication skills.
Excellent stakeholder management skills and experience presenting to senior leaders.
Excellent attention to detail, proactive self-starter
Ability to work successfully in a dynamic, ambiguous environment
Ability to meet tight deadlines and prioritize workloads
Ability to develop new ideas and creative solutions
Exceptional influencing and leadership skills.
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
PREFERRED QUALIFICATIONS
Bachelor's Degree in mathematics, statistics, computer science, engineering, economics, or related field.
Advanced degree preferred.
Intermediate to advanced knowledge of Looker, Snowflake, Salesforce, AWS, and Verint
Experience building SQL queries, database tables, and structures.
Experience building VB add-ins for modeling, data preparation, and data upload.
Experience preferred using R and/or Python for data modeling and/or forecasting.
Experience preferred in time series forecasting and regression.
Intermediate to advanced knowledge of SQL, Visual Basic, or other programming languages is a plus
Analysis experience in Customer Service or Operations preferred
Vistaprint

Taguig City, Metro Manila
Permanent
Full-time