Workforce Operations Capacity Planning Analyst

17 Jul 2019

One of the world's leading tech companies is looking to hire a Workforce Operations Capacity Planning Analyst based in Dublin

Capacity Planning Analyst

11 months


Workforce Operations (WFO) is the organization within Global Customer Operations that plans and manages all customer support staffing worldwide.

Capacity planning analysts take our volume forecast and incorporate estimates of future productivity (handling time, occupancy, shrinkage, and other factors), then produce a detailed plan for staffing requirements. Within Europe, the team is focused primarily on managing staffing at outsourced partners to support buyers and sellers in seven European languages.

* Planning:
o Analysing and understanding productivity, shrink, occupancy, attrition and staffing
o Develop a short, mid and long-term forecast based on our service delivery strategy
o Develop the weekly staff group level planning forecast including productivity, shrink,
attrition, full-time employee (FTE) requirements, capacity and staffing metrics
o Implement forecast assumptions in a global planning model
o Partner with recruiting, training and Partner Management insuring plans are
o Proactively determine risk and opportunities through scenario analysis
o Provide variance analysis of capacity forecast vs. prior Outsource Lock, Financial
Forecast, Budget and Various Scenarios
* Process management and improvement:
o Implement continuous improvements in planning including opportunities to
streamline and automate
o Design, develop and implement transparent expectations with forecasting/planning
and short-term planning/scheduling

* Business partnership:
o Build and maintain close partnerships with the Customer Experience Team
o Proactively identify and implement opportunities to reduce costs and/or improve the
customer experience in the Global Services Delivery (GSD) Organization
o Preparing and presenting forecasts to Customer Experience Leadership teams in
playbook meetings including updates on key initiatives, opportunities and risks

* Special analysis:

o Prepare executive summaries of staffing risks and opportunities

* Additional analysis as needed

Preferred Qualifications
* Previous workforce operations experience
* Strong presentation skills
* Strong business partnership skills
* Analytical capabilities

Job Requirements
* Bachelor's degree
* Minimum of 2 years of experience in workforce operations role
* Proficiency in Excel, PowerPoint, Word and Outlook

Shift: Days

Morgan McKinley is acting as an Employment Agency in relation to this vacancy.

Please note that any references to salary or pay rates in this advertisement and in the salary refinement section are indicative only and should only be used as a guide.

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