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Job Overview
Reporting to the Global Workforce Management Lead, the Workforce Headcount Planning Analyst is responsible for leading and managing the end-to-end headcount resource planning lifecycle and site performance to ensure effective management of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all internal operations teams.
Responsibilities
- Implement and maintain best practice resource planning practices.
- Manage the Global Capacity Model for long-term and short-term capacity planning processes.
- Collaborate with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance to ensure smooth capacity planning.
- Provide contact volume allocation recommendations considering quality, productivity, and cost trade-offs.
- Mitigate capacity risks by managing dependencies across sites and geographies, and communicate dependencies effectively.
- Participate in global customer service initiatives and project rollouts.
- Contribute to automation and standardization projects within the Capacity Planning organization.
- Maintain headcount reporting and track attrition trends across skills, channels, and locations.
- Collaborate on risk mitigation strategies with stakeholders.
Other Requirements
- Support project assignments as needed.
- Mentor the wider Workforce Management team, promote best practices, and enhance team performance.
- Identify potential risks to capacity and develop contingency plans.
Requirements
- At least 3+ years in Workforce Management within a contact centre environment.
- Minimum 2+ years in capacity planning and forecasting roles.
- Experience with WFM platforms like Verint, Aspect, IEX.
- Proficiency in data modeling, statistical analysis, and visualization tools such as PowerBI, Access, and SQL.
- Ability to interpret data for performance trends and improvements.
- Experience presenting long-term scenarios to senior leadership.
Behavioral Competencies
- Customer-focused with excellent interpersonal skills.
- Strong problem-solving abilities.
- Results-oriented with ownership of tasks.
- High attention to detail.
- Team player with initiative.
- Motivated, innovative, and able to work under pressure.
- Capable of prioritizing and managing work independently.
- Influential leader by example.
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