WFM Planning Analyst- PH

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We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace

Workforce Planning Analyst

The primary role of the Workforce Planning Analyst is capacity planning. This role is responsible for analyzing client's workforce data to develop strategic plans that ensure the amount of staffing is in place to meet contractual business objectives. This involves collecting and analyzing various workforce metrics, identifying staffing needs and gaps, and creating strategies to address these issues. The analyst also prepares reports and leads presentations for clients and stakeholders, staying up-to-date on industry best practices.

Responsibilities:

Maintain accurate forecasts, capacity plans, and schedule plans

Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion

Offer strategic recommendations to improve productivity while balancing service levels

Provide consultation to Operations/Program Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions

Reviewing and analyzing data to identify problem areas related to staffing, performance, or processes

Presenting data/recommendations/analysis to both internal and external stakeholders

Other duties and responsibilities as assigned

Requirements and Characteristics:

Proficiency in data analysis and reporting tools.

Strong analytical and problem-solving skills.

Excellent communication and presentation skills.

Professional - Ability to interact and communicate effectively with clients.

Must be able to commit to your work schedule, be punctual, and be accountable for your actions.

Remain engaged and responsive to all internal communications within a work from home environment.

Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.

Cultivate team culture according to Compass' values and promote a positive work environment.

Knowledge: Must possess knowledge or relevant experience in forecasting and planning to ensure optimal performance.

Must be able to summarize, visualize, and present data with the knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.

Computer skills: Must be proficient with WFM Tools, Microsoft Excel or Google Sheets, to create reports, produce schedules, and perform other tasks.

Analytical skills: Possess analytical skills to review information, analyze data, and make appropriate recommendations for improvement

Communication skills: Have strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues

Organizational skills: Able to manage a range of tasks, prioritize responsibilities, and meet deadlines

Ability to handle pressure: They require the ability to work effectively in fast-paced situations and to handle stress, as well as adapt to rapid changes in the information, process, direction, or immediate workflow.

Qualifications and Physical Requirements with or without reasonable accommodation:

A minimum of 3 years of Workforce capacity planning experience, 5+ years of WFM experience.

Must have a strong internet connection with the ability to support multiple online systems/applications

High school diploma/BS Preferred

Ability to see, talk and hear to communicate with others to exchange information verbally and in writing

Ability to operate a computer/laptop and a headset

Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of shift)

Ability to multitask and remain calm under pressure, especially during peak hours or intense situations

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

Decisiveness and attention to detail.

Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability