Senior Workforce Planning Analyst (Work From Home)
About The Position
At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary This position is responsible for workforce planning activities for large locations or line of business for contact center operations. Supporting the annual budget planning process, coordinating workload forecasting and capacity planning activities, including those related to suppliers. Supporting real time monitoring of business operations optimizing resource utilization. Developing and maintaining measurement tools and processes. Managing execution of business continuity / staff reallocation plans and planning all off-phone activities across the customer service division.
Requirements
- Bachelor degree and 2 years of experience analyzing workforce data and making scheduling recommendations on staffing OR 6 years of experience analyzing workforce data and making scheduling recommendations on staffing.
- Experience with Workforce Management software (scheduling, performance tracking, reporting)
- Interpersonal and organizational skills.
- Analytical and problem solving skills.
- Clear and concise written and verbal communication skills.
- PC experience to include Word, Excel, and PowerPoint.
Nice To Haves
- Experience with NICE IEX and Aceyus Workforce Management software.
- Experience building and maintaining workforce forecasting models (workload, capacity, real time monitoring, off-phone activity).
- Advanced proficiency with Excel to include (pivot tables, VLOOKUP, macros, SQL).
- Ability to develop executive reporting dashboards and present data to senior leadership.
- Ability to travel.
Responsibilities
- Workforce planning activities for large locations or line of business for contact center operations.
- Supporting the annual budget planning process
- Coordinating workload forecasting and capacity planning activities, including those related to suppliers.
- Supporting real time monitoring of business operations optimizing resource utilization.
- Developing and maintaining measurement tools and processes.
- Managing execution of business continuity / staff reallocation plans and planning all off-phone activities across the customer service division.
Benefits
- health and wellness benefits
- 401(k) savings plan
- pension plan
- paid time off
- paid parental leave
- disability insurance
- supplemental life insurance
- employee assistance program
- paid holidays
- tuition reimbursement
- other incentives
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
