CSC Planning Analyst
$57,200–$95,306 year
Hybrid · Chicago, Illinois, United States or Tempe, Arizona, United States
Job Summary
The Workforce Planning Analyst manages short-term forecasting and schedule optimization across multiple Contact Centers and organizations to meet service goals. This role includes skill profile management, routing strategy and work distribution, proactive scheduling of channel activities, and guiding the Workforce Management team on achieving optimal efficiencies while balancing team member experience and operational needs. The position is Hybrid, requiring 2 days per week onsite at Tempe, Chicago, Lake Forest, or Janesville. Responsibilities include forecasting transactional volumes, handle time/productivity, shrinkage, and attrition; creating and optimizing schedules for up to 1000 team members; leading weekly forecasting discussions with business partners; partnering with senior planners on deployments, PTO strategies, and hiring plans; conducting quarterly shift bids and designing custom shift offerings; analyzing historical absenteeism, productivity, service performance, and staffing adherence; mentoring Real-time Analysts in workforce systems, forecasting, and schedule optimization.
Required Qualifications
- Bachelor's Degree or 4 years of equivalent business experience
- 3+ years’ experience with workforce optimization software (e.g., NICE IEX, Verint Impact 360, IEX) and ACD technology (e.g., Gensys, Cisco)
- 2+ years of experience utilizing workforce optimization tools and processes
- Experience within customer experience environment
- Two years of experience in trend analysis
- Ability to communicate and present analytical and statistical results of forecasts to all levels of management
- Experience guiding cross-functional teams in the development and implementation of business solutions
- Ability to negotiate, and escalate unresolved problems or questions, and provide concise recommendations in a rapidly changing environment
- Highly developed problem-solving skills including conducting root cause analysis, documenting results, and providing recommendations
- Ability to effectively communicate short term planning data to all levels of Customer Service Center Leadership
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Proficiency in Microsoft Office applications and experience with advanced formula application and database software (e.g. Excel and Access)
- Experience applying Continuous Improvement (CI) methodology and tools
- Technology literacy skills to help understand systemic architectural routing and network systems
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