Workforce Forecasting and Capacity Planning Analyst

Responsibilities

• Manage the global seat allocation for agents
• Consolidation of data across all programs
• Analyzes gathered data and ensures utmost accuracy
• Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity
• Assist WFM Planner on new program sizing

Knowledge, Skill Set & Qualifications Required (External)

• Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning
• Experience in extracting data from CMS and other reporting platforms
• Experience in automating task/reports that are manual to reduce cycle time and defects
• Advance user of G Suite Apps, Excel and other MS Office applications
• Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools
• Experience in developing dashboards with useful visualization
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