With over ten call centers and a large work at home associate population, Workforce Management plays a critical role in our organization. A Sr. Strategic Planning Analyst develops and administers the capacity planning models which forecast volume, productivity, shrinkage and headcount needs to meet contractual Client goals as well as internal company imperatives.
Essential Job Functions
Forecasting / Demand Planning
Development and evolve long term staffing models which forecast volume (inbound/outbound/back office), productivity, shrinkage, and attrition to produce hiring forecast that effectively manages Care Center payroll (combined $100+ MM) while meeting all Client contractual service level agreements and Net Credit Loss goals. Provide Finance with reforecast monthly identifying and quantifying all strategy changes that influence expense changes.
Provide staffing models for non-care center "support" areas, such as Call Quality, Business Risk, Recruiting, etc. to provide recommendation for proactive hiring based on expected Retail growth model.
Provide ad hoc analysis to identify trends. Present trend analysis making recommendations regarding the development of new operational processes that contribute to the forecasting / staff planning efficiency and effectiveness
Collaborating / Influencing
Facilitate monthly business review that communicate long term staffing plans to functional area leadership, identifying risks and developing mitigation strategies.
Collaborate with Recruiting and Training to ensure flawless executing of hiring plan. Collaborate with facility planning to ensure seat capacity for growth 18 months to 5 years in the future
Develop production level annual budgets for all LOB in the Retail Care Centers (Customer Care, Collections, Risk Ops, and Global Support). Budgets include forecasting volume (inbound/outbound/back office), productivity, shrinkage, hiring and attrition for 1 -18 months in the future, up to 5 years in the future.
Bachelor Degree in Mathematics, Statistics or Business or related field
Three or more years contact center experience in a financial institution or retail, with a concentration in workforce management analytics required
Advanced knowledge of MS Office Suite, specifically MS Access and MS Excel required
Three years of analytics experience, preferably in a contact center capacity preferred
Previous exposure and insight into a technically advanced operational environment preferred
Six months or more experience writing SQL to query data from data warehouse preferred
Familiarity with Enterprise Data Warehouse environment, Relational databases, Tabular Data Models, ETL, etc. is preferred
Working Conditions/ Physical Requirements: General Office
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
Alliance Data card services business
Alliance Data’s card services business develops market-leading private label, co-brand, and business credit card programs for many of the world's most recognizable brands. Through our branded credit programs, we help build more profitable relationships between our partners and their cardmembers, and drive lasting loyalty. We uphold our Know more. Sell more.® promise by leveraging unmatched customer insights, advanced analytics, and broad-reaching innovative capabilities. It's how we deliver increased sales to our partners, build enduring loyalty to their brands, and provide more value to our cardmembers.
Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
All job offers are contingent upon successful completion of credit and background checks.
Alliance Data is an Equal Opportunity Employer.
Alliance Data will provide accommodations to applicants needing accommodations to complete the application process.
Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Alliance Data.
Alliance Data participates in E-Verify.
Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
To learn more, visit www.KnowMoreSellMore.com/careers