Workforce Analyst - Capacity Planning

Summary

Join Keywords Studios as a Workforce Planner and Scheduler, contributing to our mission of building engaging player communities. You will analyze forecasted volume, create staffing/scheduling plans, and coordinate employee schedules to meet productivity and service level goals. This remote role, based in Manila with occasional onsite flexibility, requires strong analytical, communication, and leadership skills. You will utilize workforce management software and excel in forecasting, capacity planning, and scheduling. Keywords Studios offers a comprehensive benefits package including paid time off, HMO and life insurance, and an annual wellness subsidy.

Requirements

• At least 3-5 years of Workforce Management experience focusing on Forecasting, Capacity Planning and Scheduling in a Contact Center/BPO operations in lieu of a degree
• Experience working with scheduling, forecasting and workforce management software
• Advance experience with Excel and/or Google Sheet
• Excellent technical expertise and problem solving skills
• Knowledge of staff planning, workload distribution and forecasting trend analysis
• Strong verbal, written and visual communications skills
• Flexibility with work schedule and the ability to work autonomously
• Attention to details and time management skills
• Ability to create agent schedules and capacity plans manually
• Experienced with building WFM reports and processes from the ground up

Responsibilities

• Analyze forecasted volume, validate it, and create staffing/scheduling plans to meet productivity and service level goals
• Coordinate employee schedules based on forecasted work volume efficiently
• Ensure continuous improvement through regular reviews
• Maintain service level performance and meet KPIs through accurate forecasting, capacity planning, and scheduling processes
• Create hiring plans that reflect workload requirements based on provided forecasts
• Proactively offer recommendations, key insights, and solutions to resolve any staffing and volume concerns
• Analyze historical volume, arrival and staffing patterns and provide monthly and other long-range forecasts
• Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget parameters
• Maintain and manage schedules through NICE IEX (including time off request approvals)
• Analyze schedule effectiveness and accuracy, and make the right recommendations for production changes
• Evaluate actual trends based on metrics to generate a staffing analysis
• Participate in internal meetings, client calls and any scheduling and forecasting reviews
• Communicate schedules, schedule changes and schedule adherence regularly or as needed
• Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages and staffing requirements that meet the defined service level agreement

Benefits

• Remote work setup
• Paid Time Offs
• HMO and Life Insurance
• Annual Wellness Subsidy
• Non-taxable Allowances