Senior Workforce Planning Analyst - Remote OH

Utilize in-depth contact center technical knowledge and forecasting, budgeting, and planning programs for analysis to deliver staffing models, hiring forecasts, and budget models for Vision Care contact centers. Be a strategic liaison and focal point of communication between Workforce Management, Call Center/Claims Management, and Executive Leadership as well as business partners to achieve creative and effective staffing and financial solutions.

Produce short and long-term forecasts/hiring plans for contact centers across multiple lines of business, shift bid management and optimal schedule analysis

Research and determine staffing implications from business user stories

Analyze workforce data to identify trends, measure organizational performance and highlight predictive indicators in line with the long-term goals, objectives and architecture of GTS and the enterprise

Utilize developed knowledge of information systems, including but not limited to Verint and eGain to identify staffing and performance gaps for multiple call centers and provide recommendations and/or implement solutions which ensure business needs are met

Stay informed of GTS architecture and strategic goals to ensure the preservation of these in projects throughout the enterprise; also remain current and comprehend the vision, long term objectives, and goals

Conduct financial analysis of complex issues and actively participate or lead throughout development cycles and/or enterprise modifications

Serve as resource and point of contact for technical team members and Call Center/Claims Management for delivery and support of system/process implementations and impacts to LOBs performance standards

Develop technical plans and analyze, identify, plan and manage scope, and risks required to meet goals of moderately complex to complex projects

Facilitate and influence communications between operational and business units to drive technical projects to optimal outcome

Continually look for process improvement strategies

Conduct impact analysis and mitigate risks

Assist …