Workforce Analytics Manager

1 week ago


Australia Tbwa ChiatDay Inc Full time
About the Role

We are seeking a seasoned Workforce Analytics Manager to join our team at Tbwa Chiat/Day Inc. This critical role will support the daily operations of our Customer Service and Success teams by delivering accurate forecasting, scheduling, real-time management, and operational reporting.

Key Responsibilities
  • Forecasting and Staffing: Collaborate with Product and Operations teams to create accurate contact volume forecasts and determine staffing needs for the Customer Service and Success teams.
  • Produce long, medium, and short-range staffing forecasts based on operational KPIs and budgetary requirements.
  • Work with BPO partner WFM teams to develop efficient agent schedules to meet forecasted demand.
  • Analysis and Reporting: Conduct 'what if' analyses and scenario planning to anticipate and mitigate resource shortfalls or overages.
  • Lead the design and preparation of operational reports for management and senior leadership.
  • Utilize enterprise reporting tools to visualize data from multiple sources.
  • Operational Coordination: Prepare daily, weekly, monthly, quarterly, and annual statistical reports for operations teams using data from various databases.
  • Coordinate with BPO RTA staff to optimize interval staffing needs during periods of high volume.
  • Manage system updates for agent rostering, including moves, adds, and changes.
Requirements
  • 5-7 years of experience in call center operations, with 3-5 years in a leadership capacity.
  • 5-7 years of workforce management experience, with an emphasis on planning and modeling.
  • Proficiency with WFM applications and scheduling software.
  • Expertise in Excel and other reporting software.
  • Strong verbal and written communication skills.
  • Ability to analyze, interpret, visualize, and report data clearly to various audiences.
  • Proven ability to develop, implement, and manage workforce planning and scheduling in a multi-channel environment.
What We Offer

We offer a competitive salary range of $120,000-$140,000 in base salary, commensurate with the candidate's experience aligned with our internal leveling guidelines and benchmarks.

We are an equal opportunity workplace and offer a dynamic team environment with opportunities for growth and development.

We provide a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) + company stock options, unlimited paid time off, and parental leave.


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