Planning & Resource Optimization Analyst

The salary range for this position is: $37.60 - $47.60 per hour

***Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***

Our Customer is an employment-oriented online service that operates via websites and mobile apps. They are the world's largest professional network with nearly 800 million members in more than 200 countries and territories worldwide. Their vision is to create economic opportunities for every member of the global workforce and aim to connect the world’s professionals to make them more productive and successful. Launched on May 5, 2003, the platform is primarily used for professional networking and career development.

We are seeking a Planning & Resource Optimization Analyst for a contract basis who will enhance the member and customer experience by providing actionable staffing insights. Key responsibilities in this role include analyzing contact center data and trends to create detailed workload models, recommending solutions to improve overall operational efficiency, as well as maintaining a focus on meeting service level agreements, and maintaining agent work/life balance. This role is a hybrid setup with 3 days remote and 2 days onsite in Omaha, NE.

What You’ll Do:

• Create forecasts of contact volume (email, phone, chat, etc.), handling time, shrinkage, and other workforce-related metrics based on trends and understood business drivers
• Determine headcount recommendations and hiring needs for customer support teams
• Develop and evaluate agent schedules to meet operational goals
• Intra-day monitoring to optimize resources in real-time and achieve the goal of providing consistent and timely service to members
• Deliver accurate and well-timed reports/dashboards to all levels of leadership providing actionable insights
• Maintain and organize detailed records of contact center data & trends including service level, response time, etc.
• Create and maintain capacity planning models for short-term and long-term forecasts
• Support ad hoc requests & analyses to explore proposed business changes
• Gain proficiency with the company's WFM enterprise software and drive system enhancements to accommodate business needs with technology teams and software vendors as needed
• Manage escalation process to ensure leadership and relevant stakeholders are well-informed
• Create and maintain documentation to support day-to-day procedures
• Present & articulate analyses to all levels of leadership and stakeholder audiences
• Prepare and lead instructional and educational presentations
• IEX

Must Haves:

• 3+ years of experience in an analytical role
• 3+ years of experience in creating demand, financial or operational forecasts
• Experience in Workforce Planning or econometrics
• Business consulting experience
• Advanced knowledge of MS Excel (vlookups, pivot tables, complex functions)
• Experience with Data Analytics tools such as Tableau, Power BI, R, Python
• Experience with Workforce Management (WFM) systems such as Teleopti, Aspect, NICE, Verint, Genesys, etc.
• Comfort in presenting to management and experienced in MS PowerPoint as a means to displaying data analysis
• Experience with SQL
• Experience with project management and working cross-functionally with teams
• Experience presenting to senior leadership
• Superior time management and communication skills with the ability to synthesize, simplify, and explain complex problems to diverse types of audiences
• Knowledge of MS Office (Outlook, Word, PowerPoint, and Excel)
• Knowledge of social media and consumer Internet practices

Education:

• Bachelor’s Degree

Hours & Location:

• M-F, 40 hours/week. This role is a hybrid setup with 3 days remote and 2 days onsite in Omaha, NE.

Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.

Please note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

**Please ensure that your LinkedIn profile is included in your resume**