Workforce Planning Analyst

Position Overview

Are you a passionate and experienced WFM planning analyst who is committed to enhancing our global service level results and ensuring we have the right people at the right time with the right skill? Are you a great communicator who thrives in facilitating effective collaboration between Managers and WFM? Are you a creative thinker, constantly exploring innovative approaches?  If yes, READ ON! You may be a great fit for Autodesk’s Customer Technical Success Department.
 

We are thrilled to welcome a skilled Workforce Planning Analyst to our Autodesk Customer Technical Success team. In this role, you will play a vital part in using your wealth of expertise to enhance our processes. While your core responsibilities involve generating advanced schedules, scheduling activities, and optimizing specialist schedules, your unique perspective and skills will be instrumental in advancing our operational procedures. A strong command of WFM reporting and analytics will be important for this position as we look to elevate this team to new heights. The WFM Planning Analyst will lead efforts to enhance efficiencies within our Support Centre, continuously seeking process improvement. Your extensive experience in workforce management, along with your analytical skills, meticulous attention to detail, and strong communication abilities will make you an ideal candidate for this role. Shift time = 13:30 - 22:00 (India time).

Responsibilities

• Monitor operations and performance, providing recommendations to enhance scheduling for optimal coverage, service level, and abandon rate targets

• Analyze data to identify gaps and opportunities within the organization, providing guidance on headcount requirements to achieve service levels targets

• Ensure business units are appropriately staffed according to forecasts, identifying opportunities for increased efficiencies whilst minimizing SLA risks

• Plan and schedule in shrinkage and non-productive activities to minimize impacts to Service Levels

• Attend and participate in weekly WFM meetings with department leadership to understand call forecast and scheduling plans, identify risks, and recommend scheduling improvements

• Analyze and report on historical data and trends, identifying opportunities to achieve KPI metrics

• Manage and oversee the WFM software

• Recommend and develop process improvements to enhance workforce management and center-wide performance

• Building out new reporting opportunities whilst enhancing on current reporting through automation

• Deliver Ad-Hoc reporting to upper management timely and accurately to help drive the overall performance

Minimum Qualifications

• 4+ years of Workforce Management experience with a strong understanding of the scheduling function

• 2+ years of experience in a contact center environment

• Proficiency with Calabrio or other WFM platforms (IEX, Verint, Aspect)

• Strong interpersonal and communication skills, with the ability to effectively communicate in diverse environments

• Intermediate or higher proficiency in Excel and/or Powerbi Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)

• Ability to compile, analyze, and summarize large amounts of data using Excel or Powerbi

• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions

• Proficient in strategic planning, problem solving, analytical skills

• Ability to manage multiple projects simultaneously within established time constraints

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About Autodesk
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