Resource Planning & Forecasting Analyst

Job Summary: Work with business segments, Operations and Client Business Management to evaluate all aspects of forecasting, staffing and capacity planning. Define short and long-term call volume and staffing projections across multiple sites for all major and minor accounts within designated Business Unit based on customer requirements and historical trends. Evaluate RFP’s and provide staffing requirements for all new and existing business pricing. Duties and Responsibilities: Ensure 90 day rolling forecast is in place for the accounts. Work with the client business managers and clients in establishing the 90-day rolling forecast.

Develop long and short-range call volume and staff forecasts based on client requirements and historical trends for business segments. Prepare forecast and staffing analysis based on actual call volumes and client forecast.

Provide Site Operations Planning Team with call volume and staffing projections on a weekly and daily basis according to clients 90-day rolling forecast.

Conduct weekly staffing calls with all the site support groups. In coordination with the client business managers discuss attrition trends and establish hiring requirements.

Consult Business Managers, Sales Managers, Pricing Analyst and other management during pre-sales and contract negotiations to determine staffing necessary to fulfill contracted goals.

Interpret and tabulate statistical information from client to project staffing requirements for new and existing business projects. Assist in analysis of hiring requirements with respect to attrition; call demand, and business growth.

Work with Pricing Analyst on new business and changes to current business. Provide key operational metrics to assist in preparing the business plan budget for new business on primary accounts as assigned.

Review contract and prepare trend analysis and tracking functions that will provide insight on how to better manage future projections. Consult with client to better understand business influences.

Requirements: Skill in providing an exceptional customer experience.Skill in verbal and written communication to analyze, interpret and address customer needs.Knowledge of queuing theory, call center metrics, and forecasting processesKnowledge of contact services industry and best practices. Knowledge of PC applications.Ability to work with minimal guidance or supervision in a time critical environment. Ability to be flexible and quickly adapt to changing business needs and processes.Bachelor’s degree with a minimum of 3 years related experience.Equivalent education or experience may be substituted for any of the above.

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