resource Planning analystResultsCX

WFM Resource Planning Analyst
The WFM Resource Planning Analyst provides vision and leadership to the Results organization in workforce management areas such as: Forecasting, Scheduling, and Analysis. The WFM Resource Planning Analyst will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction.
In this role you will:
Maintain accurate forecasts, capacity plans, and schedule plans
Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion
Offer strategic recommendations to improve productivity while balancing service levels
Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/Client requirements balance
Recommend roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations
Coordinate with other departments (i.e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacements
Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
Support an environment that encourages co-workers to exceed customers' expectations
Ensure that all reference materials are up to date
Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
Lead weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios
Partner closely with Local Real Time Support resources
Recommend and support benchmarking using metrics, industry standards and original concepts
We are looking for someone who has:
2+ years previous Contact Center WFM experience
High proficiency with computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
Broad knowledge of inbound contact center environment
Exceptional verbal and written communication skills
The ability multi-task in a professional & courteous manner
Superb Listening, probing, negotiation and de-escalation skills needed
Must have analytical and troubleshooting expertise
Ability to provided on-call s support, and work a flexible schedule
Must be able to work various shifts, including holidays in a 24x7 operating environment
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
ResultsCX

Pasig City, Metro Manila
Permanent
Full-time