Workforce Planning,Forecasting & Reporting Analyst
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| Job Type | Temporary/Contract |
| Location | Dublin |
| Area | Dublin City Centre, IE |
| Sector | 23 |
| Salary | Up to €0.00 per annum + Negotiable |
| Start Date | ASAP |
| Job Ref | BBBH890_1563376905 |
| Job Views | 81 |
- Description
Workforce Planning, Forecasting & Reporting Analyst:
My client is looking for a Workforce Planning Analyst to join their Workforce Operations team. Workforce Operations (WFO) is the organization within our Clients Global Customer Operations that plans and manages all customer support staffing worldwide.
The workforce planning analysts take our volume forecast and incorporate estimates of future productivity (handling time, occupancy, shrinkage, and other factors), then produce a detailed plan for staffing requirements. Within Europe, the team is focused primarily on managing staffing at outsourced partners to support buyers and sellers in seven European languages.
• Planning:
o Analysing and understanding productivity, shrink, occupancy, attrition and staffing
trends
o Develop a short, mid and long-term forecast based on our service delivery strategy
o Develop the weekly staff group level planning forecast including productivity, shrink,
attrition, full-time employee (FTE) requirements, capacity and staffing metrics
o Implement forecast assumptions in a global planning model
o Partner with recruiting, training and Partner Management insuring plans are
executable
o Proactively determine risk and opportunities through scenario analysis
o Provide variance analysis of capacity forecast vs. prior Outsource Lock, Financial
Forecast, Budget and Various Scenarios
Process management and improvement:
o Implement continuous improvements in planning including opportunities to
streamline and automate
o Design, develop and implement transparent expectations with forecasting/planning
and short-term planning/scheduling
• Business partnership:
o Build and maintain close partnerships with the Customer Experience Team
o Proactively identify and implement opportunities to reduce costs and/or improve the
customer experience in the Global Services Delivery (GSD) Organization
o Preparing and presenting forecasts to Customer Experience Leadership teams in
playbook meetings including updates on key initiatives, opportunities and risks
• Special analysis:
o Prepare executive summaries of staffing risks and opportunities
• Additional analysis as needed
Preferred Qualifications
• Previous workforce operations experience
• Strong presentation skills
• Strong business partnership skills
• Analytical capabilities
Job Requirements
• Bachelor’s degree
• Minimum of 2 years of experience in workforce operations role
• Proficiency in Excel, PowerPoint, Word and OutlookThis is currently being filled as a full time temporary role.