Resource Planning Analyst

Job Summary

A company is looking for a Resource Planning Analyst to ensure service level attainment and operational efficiency through effective planning and scheduling.

Key Responsibilities

• Build and maintain short-term staffing and scheduling plans aligned with forecasted demand and service level targets
• Optimize schedules to balance customer coverage with efficiency, accommodating off-phone activities
• Administer the workforce management platform, ensuring accuracy of schedules and shift assignments

Required Qualifications

• At least 2 years of scheduling or real-time analyst experience required
• Experience using a workforce management system (e.g., Aspect, IEX, Calabrio) is desired
• Advanced Microsoft Excel skills
• Proven understanding of CRM and telephony systems in a sales environment
• Experience with requirements gathering, documentation, and process mapping