Workforce Analyst (#25607971)

Huntswood a ResultsCX Company is seeking a WorkForce Analyst intended to support the operations through accurately forecasting contact center demand, produce resource requirements and staffing plans to align to demand and highlighting opportunities for improvement.

This role requires onsite work in Bangalore

UK Shift

•  Production of forecasts, including workload, resource requirements and resource       planning in support of financial and operational targets based on historical trends.
• Reviewing the accuracy of forecasts on an on-going basis ensuring minimum variance
  Complete trend analysis to understand reasons for customer contact/ changes in demand & workload, and present findings along with recommendations regularly to the relevant stakeholders
  • Production of timely and effective advisor and team-based schedules optimized to meet business needs for quality and efficiency, and to accommodate for Contact Centre drivers. 
  •Production of Interval, Daily and Weekly and Monthly Staffing Plans including all assumptions against requirements (IDP’s)
  • Assist in the achievement of operational targets through schedule optimization to maximise service delivery and productivity.
  • Balancing activities / staffing to ensure that service levels are being met and invoke agreed plans to utilise the capacity and maximise productivity
  • Provide accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.
  • Identifying overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.
  • Ensure that all service affecting incidents are documented and considered within the planning cycle 
  • Assisting in the successful implementation of WFM and its supporting process across the campaign.
  • Presentation of schedules, IDP’s, forecasts and analytics within internal and external meetings
  • Deal efficiently and accurately with internal & external client queries 
  • Supporting team members and the organization with all WFM related tasks in the absence of their WFL serving as the subject matter expert.

•    Effective decision-making skills 
•    Minimum of 12 months experience working within a Call Center of a large operation
•    A minimum of 6 months within in a Forecasting analyst role
•    Strong MS Excel Experience
•    Previous experience on a WFM Tool 

•    Planning and Organizational Skills 
•    Strong and adaptable communication skills 
•    Effectiveness and pays attention to detail Analytical skills. 
•    Logical thinking & Relationship Management 
•    Adaptability / Resilience with the ability to work under intense pressure. 
•    Good communication skills 
•    Strong Numerical Skills

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.