Job Description
Are you a data-driven strategist with a passion for operational excellence? ResultsCX is seeking a highly analytical WFM Resource Planning Analyst to join our dynamic team in the Philippines. In this pivotal role, you will act as a key architect behind our operational success, providing essential vision and leadership in workforce management.
You will be responsible for translating complex data sets into actionable strategies that ensure optimal service levels and resource utilization across our global accounts. If you thrive in a fast-paced environment where forecasting accuracy and real-time planning directly impact business performance, we want to hear from you. You will collaborate with cross-functional leadership to drive efficiency, enhance performance metrics, and contribute to the scalable growth of our organization.
Responsibilities
- Develop and maintain accurate long-term, medium-term, and short-term volume forecasts to ensure optimal staffing levels.
- Analyze historical trends and real-time data to identify variances and implement proactive scheduling adjustments.
- Collaborate with Operations and Account Management teams to align WFM strategies with contractual service level agreements (SLAs).
- Maintain and update WFM software configurations to ensure accurate data integrity and reporting.
- Lead capacity planning initiatives to support new business launches and seasonal fluctuations.
- Create comprehensive performance reports, providing actionable insights and recommendations to senior leadership.
- Monitor real-time call center performance and manage intra-day staffing exceptions effectively.
Qualifications
- Bachelor’s degree in Mathematics, Statistics, Economics, Business, or a related field.
- Minimum of 3 years of experience in a WFM Analyst role within a BPO or Call Center environment.
- Advanced proficiency in Microsoft Excel (VBA, Macros, Pivot Tables) and WFM scheduling software (e.g., NICE IEX, Aspect, Calabrio).
- Demonstrated expertise in Erlang-C calculations, forecasting models, and occupancy management.
- Exceptional analytical thinking with the ability to interpret complex data sets into clear business strategies.
- Strong communication skills with the capability to present data-driven recommendations to non-technical stakeholders.
- High level of accuracy, attention to detail, and ability to meet strict deadlines in a high-pressure environment.