Workforce Management Planning Analyst

The Role

Within the Workforce Management & Planning department, the WFM Capacity 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 long term (annual) staffing plans and partner with Short Term Planning to create monthly Locks of the staffing need for our vendor partners per contractual agreements. The WFM Capacity Planner Analyst will work with the Finance team to leverage Finance Forecast assumptions, current trends, and the expected impact of future initiatives into the Capacity Plan for the enterprise budget, providing visibility to the executive leadership. Acting as a WFM subject matter expert, the planner will provide input on decisions that impact contact center KPIs (i.e., volume, AHT, ASA, etc.) and make recommendations to increase operational efficiency. Important traits for success in this role are strong analytical and communication skills and the ability to adapt to changing business needs.

• Develop and maintain long-term staffing need forecasts for all volume-based lines of business using Finance/marketing forecasts, seasonality, recent trends of actuals compared to prior forecasts, and initiatives on the roadmap to project volume (calls, tickets, chats), AHT, shrinkage, loaned resources, and attrition (positive and negative).
• Build & maintain a line of sight to how staffing needs translate to base pay and fully loaded wage cost in both the capacity plan and scenarios.
• Analysis of cohort tenure on AHT using Erlang, weighted averages, indexing, seasonality, and trend analysis. Understanding of regression analysis.
• Establish forecasting for new lines of business and size the support needed for new products or support channels such as Chat.
• Assist department leaders with accurate forecasts of staffing needs and shrinkage trends compared to current staffing and possible attrition to craft hiring plans to ensure actual headcount matches needs for the year ahead.
• Measure forecast accuracy for volume, AHT, staffing need, staffing actuals, and related costs (both forecasted and actual).
• Measure forecast performance by creating and/or providing metrics and measurements that illustrate forecasting efficacy and scheduling efficiency.
• Vendor staffing invoice recon: verifying billed line items match actuals. The WFM Capacity Planner Analyst acts as the first approver for vendor staffing invoices and tracks how actual invoiced costs compare to forecast.
• Analyze staffing plans to align with company growth and cost-effectiveness objectives.
• Conduct root cause analyses to recommend WFM forecasting and scheduling process improvements. Experience in process creation, documentation, and improvement with an eye toward efficiency and error reduction.
• Create visualizations to convey information regarding the capacity plan.
• Write script in GCP Big Query to answer novel data questions.
• Adjust existing reports and build new ones as needed for the business.
• Craft strategy to meet or exceed ongoing service level, abandon rate, schedule adherence, utilization, and occupancy objectives.
• Make thoughtful and sound recommendations to management around optimal staffing tactics.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, including executives, internal leaders, vendor leadership, agents, and subject matter experts.
• Clearly and concisely communicate to senior leadership future staffing plans and past performance against previous plans.
• Effectively communicate past performance, data trends, staffing plans, and expected outcomes to leadership, including senior management.
• Established strong relationships with partners across Finance, Marketing, & Operations to develop forecasts that uphold high-quality service while maintaining financial discipline. 
• Provide monthly performance reports to leadership.
• Ability and desire to represent and explain complex data analysis models to operation staff, leadership, and front-line staff in familiar and non-technical language.
• Partner with analytics groups to quantify the financial impacts of strategies and enhancements.

• Bachelor’s Degree with a focus on Mathematics, Statistics, Finance, Economics, Supply Chain, or Business fields of study is preferred
• 4 years 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.
• Demonstrated ability to multitask and perform comfortably in a fast-paced, deadline-oriented work environment requiring the effective management of multiple priorities
• Has an analytical mindset and excels at problem-solving
• Must have an excellent working knowledge of Excel (macros and VBA strongly preferred) and working knowledge of other Windows-based programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner, deliver presentations, and problem-solving with stakeholders
• Strong working knowledge of WFM scheduling software such as (NICE/IEX, NICE/StrategicPlanner, Verint, Aspect/EWFM/Alvaria); some admin experience preferred.
• SQL, Big Query, or GCP experience is a plus. Preference for the ability to write queries
• Visualization tools (e.g., Tableau, Looker, Power BI, etc.) experience is a plus. Preference for the ability to build new reports
• Familiarity with skilling and reporting in ACD phone systems such as (CXone, LiveVox/Smartreach, Five9, CISCO, or Avaya) a plus.
• Demonstrated experience in trend analysis, data mining, and the ability to interpret data to provide recommendations to drive critical business decisions.
• Experience designing, testing, and validating reports for accuracy.
• Consistent exercise of good judgment and discretion in matters of significance and proactive diplomacy.
• A history of innovation, adaptability, self-improvement, and self-driven learning.
• 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.

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts