WFM Planning Analyst

New York, NY, USA

Full-TimeDepends on ExperienceMid-LevelBachelors

Job Description

Welcome to TTEC, where we strive to deliver exceptional customer experiences through our innovative solutions and dedicated team members. We are currently seeking a highly motivated and detail-oriented individual to join our team as a WFM Planning Analyst. As a WFM Planning Analyst, you will play a crucial role in optimizing the performance of our operations by creating and maintaining accurate forecasts and schedules. Your expertise in workforce management and analytical skills will be essential in identifying and implementing strategies to maximize efficiency and productivity. If you are passionate about data analysis and have a strong understanding of contact center operations, we invite you to apply for this exciting opportunity. Join us and be a part of our dynamic and growing company.

Develop and maintain accurate forecasts and schedules for our contact center operations.
Utilize workforce management software to monitor and analyze real-time data to identify trends and make adjustments to schedules as needed.
Collaborate with other team members to ensure optimal staffing levels and efficient use of resources.
Conduct regular analysis of key performance indicators and provide insights and recommendations to improve productivity and efficiency.
Continuously monitor and assess the effectiveness of current workforce management strategies and make adjustments as necessary.
Proactively identify potential staffing issues and develop contingency plans to mitigate their impact on operations.
Communicate with team members and leaders to ensure alignment and understanding of workforce management strategies and goals.
Stay up-to-date on industry trends and best practices in workforce management to continuously improve processes and procedures.
Train and mentor team members on workforce management techniques and tools.
Collaborate with other departments, such as HR and Finance, to ensure alignment and optimize overall business operations.

Where is this job?

This job is located at New York, NY, USA

Job Qualifications

Strong Analytical And Problem-Solving Skills: A Wfm Planning Analyst At Ttec Must Possess The Ability To Gather And Analyze Data, Identify Trends And Patterns, And Make Informed Decisions To Optimize Workforce Planning Processes.
Proficiency In Workforce Management Software: Ttec Seeks Candidates With Experience In Using Workforce Management Software, Such As Genesys, Verint, Or Aspect, To Forecast Call Volumes, Schedule Agents, And Track Performance Metrics.
Excellent Communication And Collaboration Skills: As A Wfm Planning Analyst, You Will Work Closely With Various Teams, Including Operations, Hr, And Finance. Strong Communication Skills Are Essential For Presenting Data, Explaining Complex Concepts, And Collaborating On Cross-Functional Projects.
Prior Experience In Workforce Planning: Ttec Prefers Candidates With 2-3 Years Of Experience In Workforce Planning, Preferably In A Call Center Or Customer Service Environment. This Includes Creating And Maintaining Schedules, Forecasting Call Volumes, And Developing Staffing Models.
Time Management And Multitasking Abilities: The Wfm Planning Analyst Role At Ttec Requires Managing Multiple Tasks And Priorities Simultaneously. Candidates Must Be Able To Prioritize Workload, Meet Deadlines, And Adapt To Changing Business Needs.

Required Skills

Data Analysis
Communication
Time Management
Scheduling
Multitasking
Attention to detail
Problem Solving
Forecasting
Resource management
Adaptable
Excel proficiency

Soft Skills

Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving

Compensation

According to JobzMall, the average salary range for a WFM Planning Analyst in New York, NY, USA is $75,000 - $95,000 per year. This salary range can vary depending on factors such as the size and industry of the company, the candidate's level of experience and education, and the specific job responsibilities included in the role. Additionally, benefits and bonuses may also impact the overall salary for this position.

Additional Information

TTEC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required LanguagesEnglish

Job PostedDecember 19th, 2023

Apply BeforeApril 11th, 2026

This job posting is from a verified source.

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