changing lives.
Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a Workforce Planning Analyst 6. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry.
The Workforce Planning Analyst should analyze, monitor, and evaluate the function of the workforce (call or service) center by monitoring activities in real time. Create schedules and provide regular reports to management on workload and workforce. Work with Finance to maintain budget accuracy and improve forecast capabilities. Define both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handle shift change requests and monitor new-hire, holiday, and seasonal shift needs. Update and maintain scheduling database with current information; and research, recommend, and implement call center technology and process improvements to reduce overall costs. Furthermore, she/he will be a vital data source for BI Developers to monitor, evaluate, and secure data integrity on all solutions generated.
In this role, you will…
- Develop hire plan models for Operations.
- Execute weekly, monthly, quarterly, and yearly projections of volume arrival and different Keep performance indicators (KPI), including attrition and hiring projections, within 18 months ahead. Planned, organized, and managed the Forecasting and Scheduling function to maximize operational effectiveness while maintaining internal and external customer satisfaction and quality.
- Support Annual Operating Plan (AOP) projections and provide recommendations accordingly.
- Innovate new reporting solutions required according to operational needs.
- Provide maintenance to programmed and non-programmed solutions repositories.
- Provide in-house solutions.
- Assist by assigning tasks to other WFM resources based on Utilization measures.
- Analyze and develop statistical templates and retrieve information supporting specific requests.
- Maintain official schedules runs in WFM SW and provide maintenance to base schedules.
- Manage Analysis tasks in WFM SW.
- Manage WFM SW reports and provide revision of Daily staff adjustments.
- Manage Group Allowances and schedule preferences in WFM SW.
- Follow up on Intraday performance (IDP) reports and provide recommendations.
- To plan, update, and manage the Roster and WFM SW profile creation and the teams' maintenance in WFM SW and attrition updates
In this role, you’ll need
- Bachelor’s degree or may have a master’s degree
- 4-6 years of directly related experience.
- Proficiency in English.
- Advanced Excel as a must
- Strong communication capabilities, both written and verbal.
- Ability to assist with technical support on projects.
- Strong interpersonal, problem-solving, organizational, and prioritization skills.
- Proficiency in standard software programs (Excel, Word, Outlook, MS Teams, and others).
- Leadership skills and flexibility to change.
- Excel intermediate certification.
- Professional Scrum Master I certification would be a plus.
- Aspect SW basic handling certification would be a plus.
- Advance Alvaria WFM SW configuration skills
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