ROLE PURPOSE:

The Workforce Planning Analyst is responsible to provide cost-effective long and short-term global forecasts for workload, staffing and hiring plans that ensure

achievement of business targets. The Planning Analyst serves as a performance consultant to internal/external leadership providing direction, supporting analysis

and data to drive business changes and leadership in weekly/monthly stakeholder meetings.

KEY ACCOUNTABILITIES:

• Build long term (1 to 5 year) budgets and forecasts for contact volume, AHT, and operational metrics staffing plan ensuring operational goals are met

• Make individual business decisions to deliver optimal staffing and hiring plans to Operational and Human Resource teams, along with External Business Partners and Outsourcers

• Update staffing plans with actual results, adjust based on current trends, goals and targets, staffing levels, market conditions, and marketing plans

• Monitor, track, analyze results, and provide insights versus budget and forecasts to understand current trends related to the staffing plans key metrics and identify process improvement opportunities

• Perform “what if” scenarios to provide insight and analysis for optimal delivery of operational efficiency and effectiveness

• Build fee-based revenue models for all staffing plans or programs collecting fee-based revenue using a defined revenue model based upon agreed charging models

• Deliver capacity plans, to include maximum workstations, concurrent agent projections, and other capacity plan information as requested to evaluate Reservations and Customer Care Sourcing and Technology foot print

KEY SKILLS & EXPERIENCE:

Education: Bachelor’s degree in a business-related field – Accounting, Finance, Mathematics, Statistics, Economics, etc. or equivalent experience in Workforce Management contact center planning, statistical analysis, and problem solving

Experience:

• 3-5 years business experience with Workforce Management experience in contact center operations and analysis

• 1+ year experience in contact center or Workforce Management reporting and analytics

• 1+ year experience with contact center forecast/resource planning tools such as Bay Bridge Decision technologies

Skills & Knowledge:

• Full understanding and skills to train all Planning & Workforce systems

• Proven, established rapport and relationships with stakeholders

• Senior level WFM skills to access and modify all Workforce & Planning data, code & reports

• Knowledge and understanding of Tableau, SQL or SAS coding preferred

• Knowledge and demonstrated experience with Workforce Management Systems, such as Genesys WFM and Infomart Reporting for phone, email & chat contacts

• Strong understanding of variable cost models and how staffing decisions impact the cost structure

• Excellent computer skills with an emphasis in Excel, Access, PowerPoint

• Strong analysis skills and experience with problem solving; including detailed variance analysis for contact center metrics

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.