Senior Resource Planning & Real-Time Operations Analyst (US Shift)

The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency.

Key Responsibilities

Strategic Planning and Scheduling

Complete all scheduling requirements including creating and optimizing business rules and policies

Administer and maintain workforce planning systems and real-time monitoring tools

Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance

Incorporate shrinkage forecasting (planned / unplanned) into scheduling models.

Ensure rostering and scheduling is logistically sound, efficient, and effective across all channels

Real-Time Analytics and Monitoring

Monitor real-time data and performance metrics to identify anomalies and operational risks

Implement immediate corrective actions to minimize customer impact during service level deviations

Provide tactical recommendations for intraday schedule adjustments and resource reallocation

Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours

Escalate critical issues to management with recommended solutions

Forecasting and Strategic Analysis

Utilize data-driven analysis to make recommendations for workforce management strategies

Support short-term, medium-term, and long-term forecasting initiatives

Develop and maintain forecasting models that account for seasonality, trends, and business drivers

Control labor costs while maintaining optimal customer experience standards

Support monthly business review planning cycle to continually transform and improve the workforce and operating model

Conduct scenario modeling and “what-if” analysis as needed

Collaboration and Communication

Conduct regular meetings with stakeholders to provide insights and recommendations for decision-making

Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly

Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses

Communicate real-time operational status and recommendations to management and floor supervisors

Provide daily, weekly, and monthly reporting on key performance indicators

Process Improvement and Innovation

Identify opportunities to enhance forecasting accuracy and scheduling efficiency

Develop and implement mitigation strategies when variances in resourcing or workload occur

Continuously evaluate and recommend improvements to workforce management tools and processes

Required Qualifications

Essential Requirements :

5+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environment

Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage

Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans

Experience in workforce planning across 24 / 7 operations

Understanding of Contact Center and UCaaS telephony solutions

Demonstrated problem-solving, planning, and prioritization skills

Strong customer-centric mindset

Outstanding communication and stakeholder management skills

Ability to work under pressure and make quick decisions in real-time scenarios

Technical Skills :

Highly proficient in MS Office suite, especially Excel and PowerPoint

Experience with workforce management systems and real-time monitoring tools

Knowledge of workforce management theory, applications, technologies, and KPIs

Strong mathematical and statistical analysis capabilities