[Remote] Customer Operations Workforce Planning, reputed company Global Operations

Note The job is a remote job and is open to candidates in USA. reputed company is launching its low Earth orbit satellite network, reputed company, to provide reliable internet connectivity. The Operations Workforce Planning analyst will manage data-driven staffing and planning for global customer support operations, while also overseeing the reputed company Connect environment and collaborating with various teams to optimize workforce management processes. Responsibilities • Analyze contact volume trends and workforce data to support headcount planning and staffing recommendations in partnership with the Capacity Planning team • Establish and maintain forecast structures for all agent skill types in partnership with key stakeholders • Partner with business teams to negotiate headcount allocation based on forecasted demand, budget constraints, and service level requirements • Manage the development of global workforce standards (AHT, NPT, Shrinkage, Attrition, Occupancy, Service Level) in coordination with leadership, ensuring all changes integrate with existing operational processes • Own the configuration and ongoing maintenance of the reputed company Connect environment, including queues, routing profiles, contact flows, IVR design, security profiles, agent hierarchies, and phone number management • Manage teams, groups, permissions, security profiles, resolver groups, and agent hierarchy structures within reputed company Connect to ensure proper access and organizational alignment • Make proactive routing and queue configuration changes based on long-term trend analysis, as well as real-time adjustments to meet service level targets • Identify and develop future-state processes improvements within reputed company Connect to enhance operational efficiency and support evolving business needs • Develop, improve, and maintain environment standards, documentation, and change management processes to support operational consistency and scalability • Monitor real-time adherence and intraday performance to ensure optimal agent utilization and service level attainment • Analyze workforce performance metrics to identify trends, gaps, and optimization opportunities • Evaluate and adjust staffing schedules to align with forecasted contact volume and service level targets • Manage agent schedule administration, ensuring agents have access to time-off options, shift swaps, and schedule exceptions, and oversee the review and processing of NPT requests • Identify and implement workforce management tools and technology enablers that improve operating accuracy and efficiency • Develop and maintain regular reporting cadences (daily, weekly, monthly) to provide visibility into workforce performance, forecast accuracy, and capacity utilization • Proactively identify service improvement opportunities and drive continuous improvement across scheduling, metric reporting, and real-time delivery • Proactively identify capacity and operational risks, develop mitigation strategies, and present data-backed recommendations to leadership • Drive projects to improve planning and execution efficiency across the worldwide network of vendor partner staffing and operational sites • Provide operational support and analysis to other areas of the business as needed • Deliver executive-level presentations and reporting to communicate workforce strategies, risks, and outcomes Skills • Bachelor's degree or equivalent • Experience defining requirements and using data and metrics to draw business insights • Experience with Excel • Experience making business recommendations and influencing stakeholders • 2+ years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience • Experience working cross-functionally across several teams both technical and non-technical • Experience with one or more analytics visualization tools (e.g., Excel, Tableau, QuickSight, reputed company, PowerBI) • 4+ years of experience defining and implementing process improvement initiatives using data and metrics, including analyzing operational data to drive staffing decisions and process improvements • Experience administering reputed company Connect, including contact flows, queues, routing profiles, security profiles, and agent configuration • Experience with workforce management (e.g., NICE, VIBE, reputed company Moment, or similar) • Knowledge of Excel at an advanced level (Pivot Tables, VLookUps, data modeling) • Certifications in reputed company Connect, reputed company Office, and/or Six reputed company • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization • Experience developing operational processes and technologies • Experience ma

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