Senior Workforce Planning Analyst
Remote - Work from home
Job Summary
The Senior Workforce Planning Analyst will support the activities of Paycor's Client Service teams to maximize efficiency and deliver amazing client experiences. The workforce consists of associate groups responsible for handling front and back-office operations, including inbound and outbound communications via phone calls, emails and case management with additional channels expected in the future. This position will also assist the Workforce Planning team in scheduling, forecasting, and creating capacity plans and reports for the supported functions. This individual will implement best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. This role requires a thorough understanding of customer service operations and workforce management practices. The Analyst will also bring a quantitative and analytical curiosity and skillset.
Essential Duties and Responsibilities

• Support the leadership team in achieving daily service level objectives tied to multi-client and multi-channel workloads
• Review and analyze the daily, monthly, and quarterly center call volumes and report staffing recommendations to leadership
• Monitor and maintain daily service level and productivity objectives; adjust schedules as necessary to achieve business objectives.
• Coordinate offline time for meetings and trainings; validate schedule exceptions, track, and report both adherence and compliance to required schedules
• Collect, analyze, and evaluate data to track the impact of business levers and Paycor's business performance (implementation pipeline from the start of the project through billing)
• Extract data and gather feedback from stakeholders to allow for development of actionable tools and efficient and sustainable data models
• Design workforce strategies to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns
• Organize and develop workforce management manuals and associated documentation as needed
• Identify process improvement opportunities to ensure data integrity and drive time/cost efficiencies
• Measure, report and analyze results across operational groups, products, channels, platforms and other performance segments
• Perform ad-hoc analysis/reporting and projects as needed using advanced analytical tools
• Assist with the development of centralized automated tools for cross functional departments to extract data, report and provide insights for daily business management pertaining to revenue, client profiles, product attributes, and operational efficiency
• Manage tools, dashboards, models, reports and statistics that support decision making and process improvement within the organization, including pipeline reporting, trend analysis, retention analysis, and operational optimization.
• Forecast contact/workload arrival supply and demand using statistical techniques including exponential smoothing, ANOVA, and Erlang-C is a plus

Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

• 5+ years' experience in related operations, analytical, WFM role
• Bachelor's degree is preferred; degree in Mathematics , Economics, Computer Science, Information Management, or Statistics are preferred
• Experience with WFM systems such as Aspect, IEX, etc.
• Familiarity with queuing theory, call arrival patterns, or Erlang is a plus
• Able to work quickly, experiment and amend approach based on data and results
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Strong written and verbal communication skills
• Must be expert-level in Excel including PivotTables, Power Pivot, and Power Query
• Knowledge of statistics and experience using statistical packages for analyzing large datasets is a plus
• SalesForce.com experience a plus

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