Call Center Workforce Forecast & Planning Analyst in Latham, NY at Beacon Health Options

Date Posted: 5/4/2018

Job Snapshot

Job Description

About the Position:

We are currently seeking a dynamic Workforce Forecast & Planning Analyst to join our team in Latham, NY or Woburn, MA! The Workforce Analyst is responsible for analysis related to the planning and management of contingent labor resources such as planning, forecasting, modeled staffing, un-modeled staffing, volume projections and financial planning for the enterprise. This position works closely with the business Leadership and the Site Resource Management team to develop qualitative and quantitative analysis of various strategic business initiatives.

Position Responsibilities:

  • Analyzes contact center trends and data from various sources to help answer questions related to workforce staffing needs and efficiencies for phone and/or non-phone channels (offline, chat, email, etc.)
  • Communicates data insights and makes recommendations through presentations and spreadsheets in a clear and concise manner
  • Prepares reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts
  • Recommends or instructs teams on changes that need to occur based on analysis
  • Partners with internal and/or vendor teams to align skilling and staffing support contact volume needs as needed
  • Gathers and tracks historical data at the business, site and/or network level such as absenteeism, attrition, management investment, call volume, productivity, service level performance and staffing adherence
  • Communicates with business leaders and site management on workforce data findings in order to derive solutions that meet the needs of the business
  • Provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedures
  • Ensures sufficient time is planned to support the business needs through training, individual representative development, and team meetings
  • Advises and leads the business in determining workforce needs and business decisions such as hours of operation, volume reallocation, vendor shortfalls at the remote sites based on forecasts and analysis
  • Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the business and may audit certain workforce processes Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs
  • Performs special projects and other duties as assigned and required.

Position Requirements:

  • Education: Bachelor’s Degree required
  • Relevant Work Experience: 1-2 years of related experience required

To Apply:

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.  EOE/AA/M/F/Veterans/Disabled

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