Title: Workforce Planning Analyst

Location: Boston, MA (hybrid)

Rate: DOE

Position Summary:

The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the TRC. The Workforce Planning Analyst is responsible for forecasting workload and applying the appropriate resources to handle the workload within intended service levels. The position reports directly to the Supervisor of Workforce Management and requires a significant amount of interaction with TRC management and TRC associates.

Specific Duties:

• Raise Hot Issues around Staffing, Call Volume/Abandons, and Agent Performance
• Raise recommendations to improve Call Routing
• Support TRC Staffing Plan for all areas (Sales/CS) with a focus on 50 min/35 min TPC Team & Weekends
• Day to Day management of Work distribution and agent productivity
• Drive TRC Service Metrics Goals

Specific Roles within WFM:

• Queue Management: Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal. Actions might include routing calls from one department to another to cross-trained associates or requesting off-phone time be rescheduled.
• Intra-Day Reporting: Reporting our results throughout the day.
• Scheduling: Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives.
• Call Center IT: Troubleshooting and identifying contact center-wide issues and identifying impact to the business, escalating issues to IS leadership and recommending action to resolve, working with IS to fix bugs and implement company initiatives
• Forecasting: Analyzing patterns of call volume and average handle time to determine how many associates are needed at any given time to achieve our goals. Assessing the impact of special events.

What We’re Looking For:

• 2+ years of experience in workforce management or operations
• Knowledge of call center operations and customer service
• Attention to detail, highly accountable and initiative-taking
• Strong analytical skills with the ability to interpret data and make informed decisions
• Ability to work in a fast paced environment with minimal supervision
• Excellent communication and collaboration skills
• Ability to communicate problems/opportunities to supervisory staff leading to process improvement
• Experience with workforce management and data analysis tools (i.e., Genesys, Tableau)
• Extremely well-organized and capable of handling multiple projects and ad-hoc requests simultaneously
• Proficient with Computers, MS Excel, MS Word
• Ability to maintain regular or consistent attendance in accordance with company and departmental policies/procedures
• Strong time management skills