job description
Join ResultsCX as a Workforce Management (WFM) Resource Planning Analyst in beautiful Bali and play a pivotal role in optimizing our global workforce operations. This position offers a unique opportunity to drive efficiency, enhance customer service delivery, and contribute to strategic decision-making through data-driven workforce planning.
As a WFM Resource Planning Analyst, you will be at the forefront of forecasting, scheduling, and real-time management to ensure optimal staffing levels that align with business demands. Your expertise will directly impact operational performance, employee satisfaction, and customer experience across our dynamic contact center environment.
Why Bali? Enjoy a vibrant work-life balance in one of the world’s most sought-after destinations, combining professional growth with an inspiring tropical lifestyle.
Responsibility
- Develop and maintain accurate workforce forecasts using historical data, trend analysis, and business intelligence tools.
- Design and optimize employee schedules to meet service level agreements (SLAs) while maximizing operational efficiency.
- Monitor real-time adherence and intraday performance, making proactive adjustments to staffing as needed.
- Collaborate with cross-functional teams to align workforce capacity with business objectives and seasonal demand fluctuations.
- Analyze key performance indicators (KPIs) such as occupancy, shrinkage, and service levels to identify improvement opportunities.
- Implement and refine WFM software solutions (e.g., Aspect, Genesys, or Verint) to streamline processes and enhance accuracy.
- Prepare and present detailed reports and insights to stakeholders, highlighting workforce trends and recommendations.
- Support budgeting and cost-control initiatives by optimizing labor expenses without compromising service quality.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field; or equivalent work experience.
- Minimum 2-3 years of experience in Workforce Management, preferably in a contact center or BPO environment.
- Proficiency in WFM tools (e.g., Aspect, Genesys, Verint, or similar) and advanced Excel skills (pivot tables, VLOOKUP, macros).
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent communication and stakeholder management abilities to influence decision-making.
- Experience with forecasting models, capacity planning, and scheduling algorithms.
- Familiarity with call center metrics (AHT, ASA, CSAT) and industry best practices.
- Ability to work in a fast-paced, dynamic environment with shifting priorities.