WFM Short Term Planner (Outbound)

The Role

The WFM Short Term Planner Analyst (Outbound) will work independently while partnering cross-functionally with many of Prosper’s Operations groups to coordinate short-term staffing plans and create Locks of the staffing need for our vendor partners, per contractual agreements. The primary focus of this role will be on forecasting for Outbound and/or Outbound/Inbound Blended lines of business via both Excel and WFM scheduling solutions such as NICE/IEX. The WFM Short-Term Planner Analyst (Outbound) will act as a WFM subject matter expert; providing input that impact contact center KPIs (i.e., volume, Average Call Times, Contact Rates, etc.) and making recommendations to increase operational efficiency. Key traits for this position include strong communication skills and the ability to adapt to ever-changing business needs.

To be successful in this role, an individual must be able to perform each essential duty satisfactorily. The requirements below represent knowledge, skill, and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Problems You Will Solve

• Develop and maintain short-term staffing need forecasts for several lines of business (primarily Outbound or Outbound/Inbound Blended) by using Finance/marketing forecasts to project call volume, weighted averages, indexing, seasonality, and trend analysis. Understand regression analysis
• Heavy focus on forecasting for Prosper’s Collections department
• Understand outbound-specific forecasting inputs such as right party connects (RPCs), regulations on outbound dialing, dialing strategies, customer time zone impacts, etc.
• Ability to stand up forecasting for new lines of business and size support need for new products or channels of support such as Outbound Collections or Chat
• Assist department leaders with accurate forecasts of staffing need and shrinkage trends compared to current staffing and possible attrition to craft hiring plans to ensure actual headcount matches need
• Analyze & communicate staffing plans to ensure they align with company growth and cost effectiveness objectives. Identify opportunities to staff more cost effectively and save money
• Measure forecast performance by creating and / or providing metrics and measurements that illustrate forecasting efficacy and scheduling efficiency
• Conduct root cause analyses to provide recommendations for WFM forecasting and scheduling process improvements. Experience in process creation, documentation, and improvement with an eye toward efficiency and error reduction.
• Craft strategy to meet or exceed ongoing interval compliance, service level, abandon rate, schedule adherence, utilization, and occupancy objectives
• Creating optimal schedules to meet forecasted distribution of need and running shift bids (includes managing PTO allocations & bids)
• Represent and explain complex models of data analysis to operation staff, leadership, and front-line staff in a familiar and non-technical language
• Create visualizations to convey information regarding the short-term staffing forecast
• Write script in GCP Big Query to answer novel data questions
• Adjust existing Tableau reports and build new ones as needed for the business

About You

• Bachelor’s degree preferred. A focus on Mathematics, Statistics, Finance, Economics, Supply Chain, or Business fields of study is preferred but not required – OR – 1 year of experience in a relevant role (Project management, WFM, capacity planning, or similar)
• Background in forecasting for Outbound, Outbound/Inbound Blended, or Collections is strongly preferred.
• Must possess excellent oral and written communication skills with all levels of personnel and be able to multitask in fast-paced environment
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner, deliver presentations and problem solve with stakeholders
• SQL, Big Query or GCP experience is a plus. Preference for ability to write queries
• Visualization tools (e.g. Tableau, Power BI, etc.) experience is a plus. Preference for ability to build new reports.
• Familiarity with WFM scheduling software such as (Verint, Nice/IEX, Aspect/EWFM/Alvaria) or skilling and reporting in ACD phone systems such as (Five9, CISCO, or Avaya) a plus
• Consistent exercise of good judgment and discretion in matters of significance, and proactive diplomacy.
• A history of adaptability and self-improvement or learning
• Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring the effective management of multiple priorities
• Strong sense of urgency, proactive problem-solving, and active team building. An ideal candidate will collaborate within and beyond WFM, forming partnerships with operational leaders, analysts, and other key personnel

What We Offer

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts.

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