SUMMARY:

Responsible for conducting data analysis for operational resource and capacity planning using complex statistical analysis quantitative methods to identify trends, anomalies, and outliers.

QUALIFICATIONS:

• Bachelor’s degree in business, statistics, mathematics or a related field or an equivalent combination of professional related work experience.
• 5+ years of workforce management experience
• 3+ years of quantitative analysis or research experience
• Strong understanding and experience forecasting using trend extrapolation, driver based, simple regression, econometric models, and multivariate methods.
• Experience as primary capacity consultant for Vice President level Senior Leadership providing optimal headcount plans and hiring strategy to accomplish budget objectives
• Experience working with SPSS or other statistical software package
• Expert Excel skills and experience in macros, data tables, integrating Excel with other tools, evaluating and trouble-shooting complex models and optimizing Excel
• Expertise with using Power Query, the Excel internal Data Model, Cube formulas, DAX, and Power Pivot

PREFERRED QUALIFICATIONS:

• Analysis experience in Customer Service or Operations preferred
• Previous Capacity Planning experience strongly preferred
• Experience with WFM Solutions such as Aspect, NICE IEX, and/or Verint
• Experience with VBA programming within Excel and leveraging the Excel object model to automate workbooks
  

  LI-Remote

PRIMARY DUTIES & RESPONSIBILITIES:

• Conduct analysis of data using complex statistical analysis quantitative methods including linear regression, logistic regression, and methods for clustered and repeated measures data to identify trends, anomalies, and outliers.
• Create accurate long-term forecasts for volume, average handle time and shrinkage for all supported workgroups using advanced techniques to develop comprehensive headcount plans
• Drive budget planning cycles through effective support of operational understanding and planning to maximize the budgeting processes.
• Develop and maintain staff models looking out 3 years that align with long term business plans, budget requirements and learning needs.
• Integrate and interpret data from many different sources including system applications, databases, Excel extracts and databases and format to perform in depth analysis.
• Strong understanding of business area to create a comprehensive overview and analysis of critical business data to consult leaders with solutions and options to help resolve business problems.
• Recommend KPI’s and metrics for measuring and reporting business results and workforce gaps to business leaders. Create and maintain workforce planning scorecard and dashboard.
• Identify and recommend process improvement opportunities within the Resource Planning team and share observations on processes within the business areas supported.
• Leverage data mining, analytics, and reporting tools.
• Participates in cross functional projects and develop project deliverables for various enterprise scopes.

GROW YOUR CAREER WITH A BEST-IN-CLASS COMPANY THAT PUTS OUR CLIENT’S INTERESTS AT THE CENTER OF ALL WE DO. GET STARTED NOW!

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
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