Tactical Workforce Planning Analyst

Socket.dev; Augusta (GA); On-site; USD 75,000 - 110,000; Full time

Job summary

ADP is hiring a Tactical Workforce Planning Analyst who will analyze schedule performance, forecast accuracy, and trends to generate and maintain forecasts and capacity plans, ensuring service levels and profitability goals.

The role collaborates with business leaders to optimize planning, monitors KPIs, and develops strategies for workforce management using analytics and best practices. The 8:30am-5pm ET schedule reflects standard business hours in the Eastern time zone.

Qualifications

• 2+ years of directly related capacity planning, scheduling and/or forecasting experience in a Call Center/Service Center environment.
• Excellent knowledge around the development of accurate forecasts (long, mid & short) for multiple client channels including but not limited to inbound/outbound/email and chat case work. In addition, must have excellent abilities for developing accurate long-term forecasts to determine overall staffing capacity requirements.
• Must have excellent communication skills, and proven expertise in interacting with all levels of management helping educate this group on the planning process to ensure that planned FTE headcount supports the associate and client experience goals.

Responsibilities

• Leverages practical experience with predictive modeling and knowledge of statistics to develop capacity plans and ensure forecast accuracy
• Plans and monitors contact center operations and develops, monitors, and analyzes key performance indicators
• Collaborate with business line leaders and executives to develop and recommend methods to optimize the business planning and analytics within the planning process
• Determine the critical roles, competencies and functions for successful strategy execution
• Understand trends and risks in the labor market demographic and workforce implications of our current employee population
• Mobilize and measure efforts around workforce planning goals, and partner with key stakeholders
• Develop a strategic approach to workforce management that combines insights from workforce analytics, human capital best practices and business strategy

Job description

ADP is hiring a Tactical Workforce Planning Analyst.

The schedule for this role will be 8:30am-5pm ET.

• Are you ready to join a company offering career advancement opportunities throughout your career journey?

• Are you looking for an inclusive environment with a culture of collaboration and belonging?

• Do you thrive in a results-driven and dynamic atmosphere where associate success, achievement, collaboration, and agility are recognized and highly valued?

ADP is hiring a ADP is hiring a Tactical Workforce Planning Analyst. The Tactical Workforce Planning Analyst is responsible for analyzing schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, to generate and continuously maintain accurate forecasts and capacity plans to make sure both service levels and profitability goals are met.

To learn more about Client Services at ADP, watch here:

https://adp.careers/Client_Services_Videos

Essential Duties and Responsibilities:

• Leverages practical experience with predictive modeling and knowledge of statistics to develop capacity plans and ensure forecast accuracy

• Plans and monitors contact center operations and develops, monitors, and analyzes key performance indicators

• Collaborate with business line leaders and executives to develop and recommend methods to optimize the business planning and analytics within the planning process

• Determine the critical roles, competencies and functions for successful strategy execution

• Understand trends and risks in the labor market demographic and workforce implications of our current employee population

• Mobilize and measure efforts around workforce planning goals, and partner with key stakeholders

• Develop a strategic approach to workforce management that combines insights from workforce analytics, human capital best practices and business strategy

Qualifications Required

• 2+ years of directly related capacity planning, scheduling and/or forecasting experience in a Call Center/Service Center environment.

• Excellent knowledge around the development of accurate forecasts (long, mid & short) for multiple client channels including but not limited to inbound/outbound/email and chat case work. In addition, must have excellent abilities for developing accurate long-term forecasts to determine overall staffing capacity requirements.

• Must have excellent communication skills, and proven expertise in interacting with all levels of management helping educate this group on the planning process to ensure that planned FTE headcount supports the associate and client experience goals.

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR

• Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you have developed and are excited to provide an environment where you can continue to make a meaningful impact.

PREFERRED QUALIFICATIONS:

Preference will be given to candidates who have the following:

• Strategic Workforce Planning (SWP) Certification OR

• Certified Workforce Planning Professional (CWPP) OR

• Other industry related licenses or certifications

• Strong Capacity Planning and Long-term Forecasting focus

• Understanding of FTE and application of labor costs

• Trend analysis/analytics experience

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.

• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.

• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.

• Continuously learn through ongoing training, development, and mentorship opportunities.

• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.

• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.

• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.

• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

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A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition (https://www.adp.com/about-adp/awards-and-recognition.aspx) .

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.