Senior Resource Planning and Forecasting Analyst

Job Summary:

Support the Corporate Operations Planning Department in a wide variety of activities. These range from developing business requirements for new projects, forecasting future events, preparing analysis of past trends and improving internal processes and systems. Define short and long-term business goals, volume and staffing projections across multiple sites. Drive all RFP projects. Duties and Responsibilities:


Ensure corporate contact center capacity plans are in concert with the business growth and are optimally utilized. Update the seat ratios as when the factors impacting the same change. Forecast capacity requirements based on business demand.

Ensure the availability of 90 day rolling forecast on a monthly basis. Work with the client business managers and forecasters in establishing the rolling forecast.

Develop business requirements and coordinate with the IT team in the development and implementation of projects. Represent the department in major corporate projects.

Work as an internal consultant to the site operations planning groups. Support site projects and systems. Work with the sites and IT in the development and enhancement of existing systems.

Assist in developing long and short-range call volume and staff forecasts based on client requirements and historical trends. Work with the business analysts in preparing forecast and staffing analysis based on actual call volumes and client forecast.

Conduct weekly calls with all the site support groups.

Consult Business Managers, Sales Managers, Pricing Analyst and other management during pre-sales and contract negotiations to determine staffing necessary to fulfill contracted goals.

Interpret and tabulate statistical information from client to project staffing requirements for new and existing business projects. Assist in analysis of hiring requirements with respect to attrition; call demand, and business growth. Actively participate in all implementation projects.

Work with Pricing Analyst on new business and changes to current business. Provide key operational metrics to assist in preparing the business plan budget for new business on primary accounts as assigned. Requirements:

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of PC applications.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Bachelor’s degree with a minimum of 5 years related experience.
Equivalent education or experience may be substituted for any of the above.