Analyst, Workforce Planning

The Workforce Planning Tracking and Real Time Analyst is responsible for analyzing call volume, staffing levels, schedule adherence, and call center performance data to ensure that KPIs are being met. They are to identify and anticipate issues; react to changing situations with solutions, timelines, and a sense of urgency. Provide reports and recommendations to management on calls trends and performance levels. Perform other job-related functions as assigned.

Essential Functions

• Analyze call volume and staffing needs to determine overtime, and undertime and communicate to contact center teams on needed coverage to ensure KPIs are being met. Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan. These include call volume, AHT, and staff shrinkage. When needed provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action.  

• Monitor real-time adherence/staffing and communicate with the contact center team to ensure on/off phone activity is managed efficiently throughout the day. Based on agent performance metrics, make recommendations to management based on Key Performance Indicators, (KPIs) level gaps and needs. Monitor outsourcing contact center partner staffing levels and utilization.              

• Manage scheduling and optimization of exceptions for activities such as seminars; training, meetings, breakout sessions, coaching, and town hall events based on staffing demands and without impacting service levels.

• Analyze and generate call count reports to senior leadership with call volume, AHT, staffing, and booking information including detailed explanation for any unexpected variances and missed KPIs.                                                        

• Maintain eWorkforce Management software (Alvaria); including adding new hires, changes to department, supervisors, and removal of associates upon resignation/termination. Ensure staffing numbers are accurate and updated within Alvaria and CMS Agent Groups. Provide Alvaria training for Contact Center new hires

• Analyze and maintain the entitlements, (PTO, Sick Floating Holiday), and group allowance within the Workforce Management tool, based on historical trends and staffing levels. Based on the analysis, provide the time off allowances for the contact center workforce to adjust according. Manage the PTO bid process to ensure compliance with the ranking system rules. Analyze PTO submissions and approve/deny based on their effect on operations. 

• Meets with call center Coaches/Managers to maintain strong relationships by collaborating with them on identified opportunities for improvement in both efficiency and agent satisfaction. Support call center coaches on reviewing schedule adherence and changes in trends.                                                                         

• Analyze and adjust agent skill levels based on the WFP Matrix and make necessary recommendations to ensure efficiencies and meeting KPIs. 

• Performs other duties as assigned     

Qualifications

• 1-2 years of Workforce Planning experience required. CCL Contact Center experience preferred

• Bachelor's Degree preferred in Human Resources, Business, Organizational Development, or related field.

Knowledge, Skills, and Abilities:

• Microsoft Office, including Excel proficiency.

• Strong analytical skills to manage and report metrics such as Abandon Rate, Average Speed of Answer, (ASA), , Handle Times, SLA, Utilization.         

• Understanding of KPIs and how they impact business results.         

• Ability to define problems, collect data, establish facts, and draw a valid conclusion.                        

• Strong analytical, organizational, and communication skills.

• Experience of tracking and reporting service performance.

• Ability to work with minimal supervision.                                           

• Assertive, professional demeanor. 

• Experience with an established WFM tool.

• Comfortable and familiar with working from remote location including technical skills required, time management, and self-starter.

• Adaptability and flexibility in their work schedules. 

• Proficient in Workforce Management software – Aspect/Alvaria and NiCE CMS; including preparing ADHOC reports. 

• Workforce Planning tool (Alvaria preferred); Call management system (NiCE preferred)

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel: No or very little travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends.
  • Personal and professional learning and development resources including tuition reimbursement.

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