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Consumer Investments Sr. Planning & Analysis Resource Specialist

Lincoln, Rhode Island;

Job Description:

The Sr. Planning & Analysis Resource Specialist (PARS) role is responsible for identifying capacity, staffing, and technological opportunities across the contact centers in a proactive environment. This role is critical to the delivery of a high touch service model and efficient operational unit, and he or she makes key decisions related to the scheduling, staffing, proficiency call routing, and resources needed to execute the strategy set forth by the leadership team.  The PARS will form strategic relationships with business partners to maximize resources required achieving service level goals on a forward looking basis while balancing the needs of associates and clients in support of a superior experience.

In addition, as a member of the Capacity and Channel Optimization organization, the Sr. Planning & Analysis Resource Specialist will also support key business initiatives to improve the overall Client Experience through:

  • Staffing Efficiency, Scalability & Productivity across the entire organization
  • Long Term & Short Term Capacity / Staff Planning Management
  • Strategic Channel Optimization / Planning
  • Reporting & Analysis
  • Actively identify gaps in the client experience / service delivery and develop tactics to close gaps
  • Analyze long term business needs and recommend future budgetary adjustments to staffing considerations as necessary
  • Conducts capacity simulations to provide advice to the leadership team regarding the impact of proposed changes in business strategies within the contact center environment.
  • Designs / publishes KPI metric reporting (daily / weekly / monthly / quarterly)
  • Analyzes trends in data and recommend realistic options/solutions to senior level management based on contact center and workforce management knowledge
  • Perform other duties as requested by supervisor

Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.

Required Skills:

  • 3+ years of direct contact center experience required
  • 2+ years prior WFM / Capacity Planning experience required (3-5 years highly preferred)
  • Strong business, operational, and procedural knowledge of a call center required
  • Knowledge of dynamic call routing models and how they affect headcount requirements required (prior direct experience in capacity planning highly preferred).
  • Advanced knowledge of MS Excel required
  • Fundamental understanding of contact center forecasting / scheduling / reporting methodology required.
  • BS/BA Degree and/or equivalent combination of education and experience required
  • Must demonstrate strong client and associate focus
  • Ability to adjust rapidly to changing demands and priorities
  • Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues
  • Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision
  • Initiates and builds relationships with all levels of the organization
  • Excellent communication and written skills; clearly conveys concepts and information

Desired Skills:

  • Strong knowledge of Merrill Edge systems, processes, clients and platform preferred
  • Understanding of SQL / XML preferred

Enterprise Job Description:

Analyzes actual and predictable interacting operational activities of a business system to obtain quantitative, rational basis for decision making through the application of logic and scientific or economic disciplines and techniques. Devises modeling and measuring techniques; utilizes mathematics, statistical methods, engineering methods, operations research techniques (linear programming, game theory, probability theory, symbolic language, etc.) and other principles and laws of scientific and economic disciplines. Frequent use and application of technical standards, principles, theories, concepts and techniques. Provides solutions to a variety of technical problems of moderate scope and complexity. Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgment, overall adequacy and accuracy. Contributes to the completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendations may cause delays in program schedules and may result in allocation of additional resources. Primarily internal company contracts. Infrequent inter-organizational and outside customer contact on routine matters. Associates typically have advanced degree in Operations Research/Industrial Engineering/Applied Mathematics with 0-2 years related experience. Experience with modeling languages like OPL-Studio, AMPL or GAMS. Experience with discrete event simulation software such as Arena/SIMAN, Extend, ProModel or iGrafx. Experience in C/C++, Visual Basic Applications (VBA).

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Sr. Planning & Analysis Resource Specialist (PARS) role is responsible for identifying capacity, staffing, and technological opportunities across the contact centers in a proactive environment. This role is critical to the delivery of a high touch service model and efficient operational unit, and he or she makes key decisions related to the scheduling, staffing, proficiency call routing, and resources needed to execute the strategy set forth by the leadership team.  The PARS will form strategic relationships with business partners to maximize resources required achieving service level goals on a forward looking basis while balancing the needs of associates and clients in support of a superior experience.

In addition, as a member of the Capacity and Channel Optimization organization, the Sr. Planning & Analysis Resource Specialist will also support key business initiatives to improve the overall Client Experience through:

  • Staffing Efficiency, Scalability & Productivity across the entire organization
  • Long Term & Short Term Capacity / Staff Planning Management
  • Strategic Channel Optimization / Planning
  • Reporting & Analysis
  • Actively identify gaps in the client experience / service delivery and develop tactics to close gaps
  • Analyze long term business needs and recommend future budgetary adjustments to staffing considerations as necessary
  • Conducts capacity simulations to provide advice to the leadership team regarding the impact of proposed changes in business strategies within the contact center environment.
  • Designs / publishes KPI metric reporting (daily / weekly / monthly / quarterly)
  • Analyzes trends in data and recommend realistic options/solutions to senior level management based on contact center and workforce management knowledge
  • Perform other duties as requested by supervisor

Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.

Required Skills:

  • 3+ years of direct contact center experience required
  • 2+ years prior WFM / Capacity Planning experience required (3-5 years highly preferred)
  • Strong business, operational, and procedural knowledge of a call center required
  • Knowledge of dynamic call routing models and how they affect headcount requirements required (prior direct experience in capacity planning highly preferred).
  • Advanced knowledge of MS Excel required
  • Fundamental understanding of contact center forecasting / scheduling / reporting methodology required.
  • BS/BA Degree and/or equivalent combination of education and experience required
  • Must demonstrate strong client and associate focus
  • Ability to adjust rapidly to changing demands and priorities
  • Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues
  • Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision
  • Initiates and builds relationships with all levels of the organization
  • Excellent communication and written skills; clearly conveys concepts and information

Desired Skills:

  • Strong knowledge of Merrill Edge systems, processes, clients and platform preferred
  • Understanding of SQL / XML preferred

Enterprise Job Description:

Analyzes actual and predictable interacting operational activities of a business system to obtain quantitative, rational basis for decision making through the application of logic and scientific or economic disciplines and techniques. Devises modeling and measuring techniques; utilizes mathematics, statistical methods, engineering methods, operations research techniques (linear programming, game theory, probability theory, symbolic language, etc.) and other principles and laws of scientific and economic disciplines. Frequent use and application of technical standards, principles, theories, concepts and techniques. Provides solutions to a variety of technical problems of moderate scope and complexity. Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgment, overall adequacy and accuracy. Contributes to the completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendations may cause delays in program schedules and may result in allocation of additional resources. Primarily internal company contracts. Infrequent inter-organizational and outside customer contact on routine matters. Associates typically have advanced degree in Operations Research/Industrial Engineering/Applied Mathematics with 0-2 years related experience. Experience with modeling languages like OPL-Studio, AMPL or GAMS. Experience with discrete event simulation software such as Arena/SIMAN, Extend, ProModel or iGrafx. Experience in C/C++, Visual Basic Applications (VBA).

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21083524

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

PAYAL PATEL

Referral Bonus:

0