Business Planning Analyst
JOB SUMMARY
The Business Planning Analyst will be accountable for forecasting and analyzing volume, productivity and headcount requirements for contact center environments. The Business Planning Analyst will perform a wide variety of performance and statistical reporting for multiple business units. The position will work closely with the Sr Mgr, Business Planning and the VP of Business Planning in evaluating and presenting opportunities for improvement in business unit performance and efficiency.
MAJOR DUTIES AND RESPONSIBILITIES
Develop and maintain comprehensive forecasting and planning models, using Workforce Management tools to forecast call volume, handle time and other staffing related metrics in order to create staffing requirements and related inputs to financial forecasts
Prepare long range forecasts projecting call flows, operating performance and staffing needs for all contact centers to optimize performance and service levels
Provide input to meet expected customer experience and financial targets based on workforce management results
Deliver monthly updates of call volume, performance expectations and staffing requirements on time to department leadership
Prepare analysis and review of all performance reports, staffing models, schedules and required documents
Perform analysis of performance trends, headcounts and projected contact center activities at regular intervals and as needed between intervals to most accurately prepare up to date staffing and volume models
Track and analyze key operating metrics to facilitate management team decision-making and produce ad-hoc analysis as required
Ensure accurate and timely updates of key operating metrics
Perform other duties as requested
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Education
Bachelor’s degree in business or related field or equivalent experience
Related Work Experience
2+ Years - Business planning/Financial analysis or related experience
WORKING CONDITIONS
Office environment
For more information on Spectrum’s benefits, please click here.
The Business Planning Analyst will be accountable for forecasting and analyzing volume, productivity and headcount requirements for contact center environments. The Business Planning Analyst will perform a wide variety of performance and statistical reporting for multiple business units. The position will work closely with the Sr Mgr, Business Planning and the VP of Business Planning in evaluating and presenting opportunities for improvement in business unit performance and efficiency.
MAJOR DUTIES AND RESPONSIBILITIES
Develop and maintain comprehensive forecasting and planning models, using Workforce Management tools to forecast call volume, handle time and other staffing related metrics in order to create staffing requirements and related inputs to financial forecasts
Prepare long range forecasts projecting call flows, operating performance and staffing needs for all contact centers to optimize performance and service levels
Provide input to meet expected customer experience and financial targets based on workforce management results
Deliver monthly updates of call volume, performance expectations and staffing requirements on time to department leadership
Prepare analysis and review of all performance reports, staffing models, schedules and required documents
Perform analysis of performance trends, headcounts and projected contact center activities at regular intervals and as needed between intervals to most accurately prepare up to date staffing and volume models
Track and analyze key operating metrics to facilitate management team decision-making and produce ad-hoc analysis as required
Ensure accurate and timely updates of key operating metrics
Perform other duties as requested
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Ability to prioritize and organize effectively
- Ability to work independently, as well as in a collaborative and dynamic team environment
- Ability to handle multiple projects and priorities
- Ability to analyze and interpret data
- Ability to quickly identify business problems/opportunities
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to communicate with all levels of management and company personnel
- Ability to manage multiple projects at one time
- Ability to prioritize and organize effectively
- Knowledge of software applications such as Word, Excel, etc.
Education
Bachelor’s degree in business or related field or equivalent experience
Related Work Experience
2+ Years - Business planning/Financial analysis or related experience
WORKING CONDITIONS
Office environment
For more information on Spectrum’s benefits, please click here.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
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