Job Description

The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency.
Key Responsibilities
Strategic Planning and SchedulingComplete all scheduling requirements including creating and optimizing business rules and policies Administer and maintain workforce planning systems and real-time monitoring tools Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance Incorporate shrinkage forecasting (planned/unplanned) into scheduling models. Ensure rostering and scheduling is logistically sound, efficient, and effective across all channels

Real-Time Analytics and MonitoringMonitor real-time data and performance metrics to identify anomalies and operational risks Implement immediate corrective actions to minimize customer impact during service level deviations Provide tactical recommendations for intraday schedule adjustments and resource reallocation Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours Escalate critical issues to management with recommended solutions

Forecasting and Strategic AnalysisUtilize data-driven analysis to make recommendations for workforce management strategies Support short-term, medium-term, and long-term forecasting initiatives Develop and maintain forecasting models that account for seasonality, trends, and business drivers Control labor costs while maintaining optimal customer experience standards Support monthly business review planning cycle to continually transform and improve the workforce and operating model Conduct scenario modeling and "what-if" analysis as needed

Collaboration and CommunicationConduct regular meetings with stakeholders to provide insights and recommendations for decision-making Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses Communicate real-time operational status and recommendations to management and floor supervisors Provide daily, weekly, and monthly reporting on key performance indicators

Process Improvement and InnovationIdentify opportunities to enhance forecasting accuracy and scheduling efficiency Develop and implement mitigation strategies when variances in resourcing or workload occur Continuously evaluate and recommend improvements to workforce management tools and processes

Essential Requirements:5+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environment Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans Experience in workforce planning across 24/7 operations Understanding of Contact Center and UCaaS telephony solutions Demonstrated problem-solving, planning, and prioritization skills Strong customer-centric mindset Outstanding communication and stakeholder management skills Ability to work under pressure and make quick decisions in real-time scenarios

Technical Skills:Highly proficient in MS Office suite, especially Excel and PowerPoint Experience with workforce management systems and real-time monitoring tools Knowledge of workforce management theory, applications, technologies, and KPIs * Strong mathematical and statistical analysis capabilities