JOB OVERVIEW

Reporting to Global Workforce Management Lead, the Workforce Headcount Planning Analyst is leading and managing end to end headcount resource planning life cycle and site performance to ensure enable effective management and of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.

OTHER REQUIREMENTS

• Support project assignments as required
• Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance. Identify potential risks to production capacity and proactively devise contingency plans.

REQUIREMENTS

To be successful in this position you will need to have the following skills/ experience:

• 3+ years in Workforce Management, within a contact centre environment.
• 2+ years in a capacity planning and forecasting role.
• Previous experience with WFM platforms (eg: Verint, Aspect, IEX).
• Proficiency in data modelling, statistical analysis, and data visualization.
• High proficiency in Excel data analysis, and Microsoft programs such as PowerBI and Access. Experience with SQL or other data retrieval languages advantageous.
• Ability to interpret data for performance trends and long-term improvement opportunities.
• Experience presenting long-term scenario plans to senior leadership.

Responsibilities will include, but are not limited to, the following: