About The Role
This is an exciting opportunity for an experienced Resource Planning Analyst. This is a permanent, work-from-home position based in Portugal.
The Resource Planning Analyst is responsible for ensuring optimal resource utilization by analyzing business needs, forecasting workload, and creating scheduling plans for the operational teams.
This role involves analyzing historical data, predicting future demand, and ensuring the right number of agents are available to meet service level agreements (SLAs). The position also supports continuous improvement efforts related to capacity planning and efficiency in a dynamic BPO environment.
WHAT YOU'LL BE DOING
The Resource Planning Analyst is responsible for ensuring optimal resource utilization by analyzing business needs, forecasting workload, and creating scheduling plans for the operational teams.
This role involves analyzing historical data, predicting future demand, and ensuring the right number of agents are available to meet service level agreements (SLAs). The position also supports continuous improvement efforts related to capacity planning and efficiency in a dynamic BPO environment.
WHAT YOU'LL BE DOING
- Collaborate with team leaders, managers, and other departments to gather insights and accurately forecast inbound contact volume, transaction types, and agent requirements.
- Develop short-term and long-term resource forecasts to meet both expected and unexpected demand changes.
- Utilize workforce management (WFM) tools to generate forecasts and adjust them as required based on changes in historical trends, seasonality, or other factors. Providing support on forecast staffing requirements, both long term and short term. This involves analyzing historical information, trends, and communicating with the client to obtain any relevant information
- Create and manage schedules for agents to ensure optimal coverage based on forecasted demand, operational requirements, and employee availability.
- Ensure that agents' shifts align with service level agreements (SLAs) and minimize idle time
- Provide the leadership regular analysis on workforce performance, including productivity, adherence, and staffing efficiency.
- Recommend process improvements and resource optimization strategies based on data insights.
- Work closely with operations, HR, and training teams to ensure resource planning is aligned with business goals
- Assist in the onboarding and training of new team members, ensuring they are adequately prepared to meet the operational needs of the business.
- Suggest and implement improvements to workforce planning processes, tools, and methodologies.
- Stay updated with the latest industry trends, tools, and best practices in resource planning and BPO operations.