WFM Short Term Planner Analyst

The Role

Within the Workforce Management & Planning department, the WFM Short Term Planner Analyst will work independently to partner cross-functionally with all other areas of Prosper’s operations (e.g. Sales, Customer Service, etc.) to coordinate short term staffing plans and create Locks of the staffing need for our vendor partners per contractual agreements. The WFM Short Term Planner Analyst will work with the WFM Capacity Planner and the Finance team to leverage Finance Originations Forecast assumptions into staffing need Locks and incorporate that locked need into the capacity plan for the enterprise budget and provide visibility to the executive leadership. Acts as a WFM subject matter expert, providing input on decisions that impact contact center KPIs (i.e., volume, AHT, ASA, etc.) and makes recommendations to increase operational efficiency. Important traits for success in this role are strong communication skills and the ability to adapt to changing business needs.

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

Problems You Will Solve

• Develop and maintain short term staffing need forecasts for several lines of business through using finance/marketing forecasts to project call volume, analysis of cohort tenure on AHT and then use of Erlang, weighted averages, indexing, seasonality and trend analysis. Understand regression analysis
• Ability to stand up forecasting for new lines of business and size support need for new products or channels of support, such as 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)
• 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

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