Resource Planning Analyst

The Resource Planning Analyst fills an essential role in the GSO Multi-Lingual Contact Center that provides key assistance in day to day operations. They serve as a first point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts in multiple global contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved.
The successful individual must be able to manage multiple tasks and projects simultaneously, establish priorities for themselves and own deliverables end to end. This individual must be able to work with minimal instruction and oversight, while being skilled at collaborating with other team members. They also must be able to develop and maintain strong working relationships with the leadership teams of each of our global contact centers.

Responsibilities
- Ensure that day of week, week of year, interval of day patterns and forecasts are accurate and up to date
- Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
- Provide daily staffing requirements to ensure that staffing is optimized to best meet both call & case volume patterns and improve schedule optimization
- Oversee the entire schedule bidding process; create new schedules or schedule changes that optimize staffing to best meet workload patterns
- Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
- Consult with center leadership and perform real-time updates of skilling and agent task assignment to balance service levels across all queues
- Analyze forecasts, communicate changes and performance and provide guidance to assist the management team in meeting daily/weekly goals
- Daily, weekly and monthly administration of tracking & reporting tools to ensure that all employee records are up to date
- Maintain accurate employee records (hire date, skills, termination, etc.) and perform updates in coordination with training and human resources and technology teams
- Track and provide trend analysis regarding off-phone/queue activities
- Identify areas for continued improvement in agent performance and aid in implementation of initiatives

Attractive base salary + bonus scheme + benefit package.