Capacity Planning & Workforce Analyst

Position Overview

The Capacity Planning & Workforce Analyst oversees Array’s capacity and workforce management needs balancing clinician capacity supply and demand needs. The incumbent is responsible for long-range planning, proactively anticipating shifts/gaps, and working toward a resolution in advance. In addition, incumbent is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to ensure strategic goals are met through forecast modeling, analysis, capacity planning, collaboration, and effective communication. This position is responsible for long-term, short-term, and intra-day contact volume, productivity, and capacity forecasts while providing recommendations for risk mitigation plans. This role will also be responsible for creating staffing plans and schedules/work patterns for the contact centers.  The ability to create forecasting and scheduling to that forecast is crucial.  The individual in this role should exhibit a full knowledge process to provide the most successful solutions for planning and scheduling and producing schedules.

Job Responsibilities

• Create long-term, short-term, and intra-day forecasts derived from understood business drivers
• Design, create, build, edit, maintain a staffing and session availability model for the Practice
• Maintain and analyze records of actual volumes compared to forecast
• Maintain staffing and headcount records and recommend hiring plans for long/ short range planning
• Support business decisions through the preparation of timely and accurate variable forecasts in a high-volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies
• Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
• Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes
• Provide analysis and recommendations to improve staffing levels and efficiency
• Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Study department work, vacation, and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
• Provide daily, weekly, and monthly status via dashboards, reports, and tools
• Collaborate with the business operations leadership to understand strategic goals and promote an environment conducive to creativity, change, and information exchange
• Identify root causes and make recommendations for process improvements to increase efficiency and improve overall productivity
• Maintain constant communication with partner teams such as Recruiting, Medical Affairs, Clinical Leadership, Sales, Implementations, and Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produce staffing forecasts on a daily, weekly, monthly, and annual basis for operations
• Generate short and long-term staffing models including “what-if” scenarios based on service level goals, AHT, etc. and provide recommendations based on analysis
• Compare results to forecast and identify opportunities for improvement
• Prepare staffing data to support annual contact center budget process
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives
• Oversees and maintains the workforce management tool (configurations for skills, call & multi-channel routing, associates, historical trends, anomalies, etc.) Multi-channel includes calls (Inbound & Outbound), Email and Chat
• Establishes a statistical baseline for call volume forecasts for SBS enterprise. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to leadership team
• Establishes a statistical baseline for multi-channel (calls, email & chat) and back-office forecasts for SBS enterprise. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to leadership team

Job Requirements

• Working experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation and technologies
• Proven ability to ‘roll up sleeves” and work at all levels of the workforce and session availability processes within practice
• Experience presenting reports, forecasts, trends, and recommendations to leadership in a clear, concise, and actionable manner
• Advanced working experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tables >3 years of professional experience in this area
• Working experience with planning models to include forecasting and staffing models
• Ability to prioritize, organize and summarize data
• Attention to detail and process
• Ability to influence and drive results
• Demonstrated effective verbal and written communication skills
• Open to learning new approaches and willingness to take direction
• Ability to learn and work in a fast-paced environment

Ideal Candidate

• Bachelor’s degree from an accredited institution or relevant work experience
• Minimum of two (2) years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred
• Advanced skill in using computer software applications such as Microsoft Office, SAS, SQL or Crystal Reporting
• History of solving problems with some guidance by subject matter experts, management, general organization objectives, policies, and goals
• Knowledge of and prior experience with customer facing and project coordination methods preferred
• Experience in capacity planning and creating forecast models for staff and budget planning
• Experience working in a rapidly changing environment
• Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred.
• SWPP certification for workforce management is preferred

Logistics

• Position is Remote, based in EST or CST strongly preferred
  • Preferred option for occasional onsite work if based near Mount Laurel, New Jersey
• Full-time employment
• Reports to VP, Operations

At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment.  WE are proud to be an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EOE M/V/F/D