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Job Overview
Reporting to the Global Workforce Management Lead, the Workforce Headcount Planning Analyst is responsible for leading and managing the end-to-end headcount resource planning lifecycle and site performance to ensure effective management of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all internal operations teams.
Responsibilities
* Implement and maintain best practice resource planning practices.
* Manage the Global Capacity Model for long-term and short-term capacity planning processes.
* Collaborate with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance to ensure smooth capacity planning.
* Provide contact volume allocation recommendations considering quality, productivity, and cost trade-offs.
* Mitigate capacity risks by managing dependencies across sites and geographies, and communicate dependencies effectively.
* Participate in global customer service initiatives and project rollouts.
* Contribute to automation and standardization projects within the Capacity Planning organization.
* Maintain headcount reporting and track attrition trends across skills, channels, and locations.
* Collaborate on risk mitigation strategies with stakeholders.
Other Requirements
* Support project assignments as needed.
* Mentor the wider Workforce Management team, promote best practices, and enhance team performance.
* Identify potential risks to capacity and develop contingency plans.
Requirements
* At least 3+ years in Workforce Management within a contact centre environment.
* Minimum 2+ years in capacity planning and forecasting roles.
* Experience with WFM platforms like Verint, Aspect, IEX.
* Proficiency in data modeling, statistical analysis, and visualization tools such as PowerBI, Access, and SQL.
* Ability to interpret data for performance trends and improvements.
* Experience presenting long-term scenarios to senior leadership.
Behavioral Competencies
* Customer-focused with excellent interpersonal skills.
* Strong problem-solving abilities.
* Results-oriented with ownership of tasks.
* High attention to detail.
* Team player with initiative.
* Motivated, innovative, and able to work under pressure.
* Capable of prioritizing and managing work independently.
* Influential leader by example.
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