Workforce Management Tactical Planning Analyst

Kelly Services are currently recruiting a Tactical Planning Analyst for an International gaming company in Galway

The Tactical Planning Analyst is responsible for the development of detailed plans and schedules for all offline activities. Coordinate with all departments in meeting work process requirements to assure compliance with management procedure and schedule adherence. Appropriately manage staffing shrinkage and paid time office limits. Provide reporting as required by Workforce Manager.

RESPONSIBILITIES

- Plan and prepare detailed schedules for all off-line events (ie upcoming training plans, one on ones, team meeting, etc.) and update the WFM tool with appropriate exceptions to the schedule.
- Proactively communicate off-plans with the CS management team.
- Plan and Manage shrinkage requirements and paid time off (PTO) limits based on historic data to help ensure service level are met.
- Develop and maintain a robust process to manage and attendance and adherence to schedule
- Assist with schedule trades, etc. and the daily exception management of WFM software.

REQUIREMENTS

- Two years of experience in Contact Center Workforce Management
- Extensive experience with WFM software (eg IEX Total View, Blue Pumpkin, etc.)
- Comfortable in an fast-past environment
- Knowledge of Contact Center methodologies and operational principles
- Strong analytical, statistical and problem solving skills
- Excellent verbal and written communication skills
- Must possess the ability to work with other departments, with a collaborative style
- Must be able to multi-task well and work independently without minimal supervision
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

If you would be interested, please send CV via reply to this Ad or alternativley contact Norma or Daisy.