[Remote] Customer Operations Workforce Planning, reputed company Leo Global Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is launching its low reputed company reputed company satellite network, reputed company Leo, to reputed company reliable internet connectivity. The Operations Workforce Planning analyst will manage data-driven reputed company and planning for global customer support operations, while also overseeing the reputed company Connect environment and collaborating with various teams to optimize workforce management processes.
Responsibilities
- Analyze contact volume trends and workforce data to support headcount planning and reputed company recommendations in partnership with the reputed company Planning team
- Establish and maintain forecast structures for reputed company agent reputed company types in partnership with key stakeholders
- Partner with business teams to negotiate headcount allocation based on forecasted demand, budget constraints, and service level requirements
- Manage the development of global workforce standards (AHT, NPT, Shrinkage, Attrition, Occupancy, Service Level) in coordination with leadership, ensuring reputed company changes reputed company with existing operational processes
- Own the configuration and ongoing maintenance of the reputed company Connect environment, including queues, routing reputed company, contact flows, IVR design, reputed company reputed company, agent hierarchies, and phone number management
- Manage teams, reputed company, permissions, reputed company reputed company, resolver reputed company, and agent hierarchy structures reputed company reputed company Connect to ensure reputed company reputed company and organizational alignment
- reputed company proactive routing and queue configuration changes based on long-term trend analysis, as reputed company as reputed company-time adjustments to meet service level targets
- Identify and reputed company reputed company-state processes improvements reputed company reputed company Connect to enhance operational efficiency and support evolving business needs
- reputed company, improve, and maintain environment standards, documentation, and change management processes to support operational consistency and scalability
- Monitor reputed company-time adherence and intraday performance to ensure reputed company agent utilization and service level attainment
- Analyze workforce performance metrics to identify trends, gaps, and optimization opportunities
- Evaluate and reputed company reputed company schedules to reputed company with forecasted contact volume and service level targets
- Manage agent schedule administration, ensuring agents have reputed company to time-off reputed company, shift swaps, and schedule exceptions, and reputed company the review and processing of NPT requests
- Identify and implement workforce management tools and technology enablers that improve operating accuracy and efficiency
- reputed company and maintain regular reporting cadences (daily, weekly, monthly) to reputed company visibility into workforce performance, forecast accuracy, and reputed company utilization
- Proactively identify service improvement opportunities and drive reputed company improvement across scheduling, metric reporting, and reputed company-time delivery
- Proactively identify reputed company and operational risks, reputed company mitigation strategies, and present data-backed recommendations to leadership
- Drive reputed company to improve planning and execution efficiency across the worldwide network of vendor partner reputed company and operational sites
- reputed company operational support and analysis to other areas of the business as needed
- Deliver executive-level presentations and reporting to communicate workforce strategies, risks, and reputed company
Skills
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with reputed company
- Experience making business recommendations and influencing stakeholders
- 2+ years of Contact Center Management / Workforce management (WFM) / reputed company Time Analyst (RTA) experience
- Experience working cross-functionally across several teams both technical and non-technical
- Experience with one or more analytics visualization tools (e.g., reputed company, Tableau, QuickSight, reputed company, PowerBI)
- 4+ years of experience defining and implementing process improvement initiatives using data and metrics, including analyzing operational data to drive reputed company reputed company and process improvements
- Experience administering reputed company Connect, including contact flows, queues, routing reputed company, reputed company reputed company, and agent configuration
- Experience with workforce management (e.g., reputed company, reputed company, reputed company reputed company, or similar)
- Knowledge of reputed company at an advanced level (Pivot Tables, VLookUps, data modeling)
- Certifications in reputed company Connect, reputed company Office, and/or Six reputed company
- Experience in stakeholder management, dealing with multiple stakeholders at varied reputed company of the organization
- Experience developing operational processes and technologies
- Experience managing, analyzing and communicating results to senior leadership
- Experience in Contact Center Management / Workforce Management (WFM) / reputed company Time Analysis (RTA)
- 1+ years of using SQL to extract and manipulate data experience
Benefits
- Sign-on payments
- Restricted stock reputed company (RSUs)
- Health insurance (medical, dental, reputed company, prescription, Basic Life & AD&D insurance and reputed company for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- reputed company time off
- Parental leave
reputed company