Tactical Workforce Planning Analyst
ADP•Tempe, AZ
•Hybrid
About The Position
ADP is hiring a Tactical Workforce Planning Analyst. The Tactical Workforce Planning Analyst is responsible for analyzing schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, to generate and continuously maintain accurate forecasts and capacity plans to make sure both service levels and profitability goals are met.
Requirements
- 2+ years of directly related capacity planning, scheduling and/or forecasting experience in a Call Center/Service Center environment.
- Excellent knowledge around the development of accurate forecasts (long, mid & short) for multiple client channels including but not limited to inbound/outbound/email and chat case work. In addition, must have excellent abilities for developing accurate long-term forecasts to determine overall staffing capacity requirements.
- Must have excellent communication skills, and proven expertise in interacting with all levels of management helping educate this group on the planning process to ensure that planned FTE headcount supports the associate and client experience goals.
Nice To Haves
- Strategic Workforce Planning (SWP) Certification OR Certified Workforce Planning Professional (CWPP) OR Other industry related licenses or certifications
- Strong Capacity Planning and Long-term Forecasting focus
- Understanding of FTE and application of labor costs
- Trend analysis/analytics experience
Responsibilities
- Leverages practical experience with predictive modeling and knowledge of statistics to develop capacity plans and ensure forecast accuracy
- Plans and monitors contact center operations and develops, monitors, and analyzes key performance indicators
- Collaborate with business line leaders and executives to develop and recommend methods to optimize the business planning and analytics within the planning process
- Determine the critical roles, competencies and functions for successful strategy execution
- Understand trends and risks in the labor market demographic and workforce implications of our current employee population
- Mobilize and measure efforts around workforce planning goals, and partner with key stakeholders
- Develop a strategic approach to workforce management that combines insights from workforce analytics, human capital best practices and business strategy
Benefits
- Best-in-class benefits start on Day 1
- Focus on your mental health and well-being
- Company-paid time off for volunteering for causes you care about
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
