Workforce Capacity Planning Analyst

Reporting to Global Workforce Management Lead, the Workforce Headcount Planning Analyst is leading and managing end to end headcount resource planning life cycle and site performance to ensure enable effective management and of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.

RESPONSIBILITIES

Responsibilities will include, but are not limited to, the following:

• Implementation and maintenance of best practice resource planning practices
• Manage the Global Capacity Model to manage the long-term/short-term capacity planning processes for a vast insurance enterprise.
• Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams and Finance teams and program teams to ensure smooth execution of capacity planning processes.
• Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost.
• Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.
• Clearly communicate dependencies to the right stakeholders and manage/track expectations.
• Participate in global customer service initiatives and project roll outs to cater to growing business needs.
• Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.
• Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
• Collaborate with stakeholders to implement risk mitigation strategies.

Other requirements

Support project assignments as required

Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance. Identify potential risks to production capacity and proactively devise contingency plans.

REQUIREMENTS

To be successful in this position you will need to have the following skills/ experience:

3+ years in Workforce Management, within a contact centre environment.

2+ years in a capacity planning and forecasting role.

Previous experience with WFM platforms (eg: Verint, Aspect, IEX).

Proficiency in data modelling, statistical analysis, and data visualization.

High proficiency in Excel data analysis, and Microsoft programs such as PowerBI and Access. Experience with SQL or other data retrieval languages advantageous.

Ability to interpret data for performance trends and long-term improvement opportunities.

Experience presenting long-term scenario plans to senior leadership.

Behavioral Competencies

A highly customer-focused individual with excellent interpersonal and communicative skills

Excellent problem solving skills

A high level of results/goal orientation

Takes full ownership and responsibility for the task/duties assigned to them

Very high attention to detail

Excellent team player & ability to work on own initiative

Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards

Fully capable of prioritising and managing own work independently

Ability to influence others and lead by example