Seeking a detail-oriented and analytical Planning Analyst to join the Workforce Management (WFM) team under Global Support Operations & Strategy. Responsible for advanced forecasting, capacity planning, and long-term strategic analysis for our 24x7, multi-channel, global contact center, to meet business needs while maintaining service level objectives. A natural problem-solver who improves service levels, proactively identifies risks in performance.
Provide critical support during a maternity leave period, delivering insights into workforce capacity and ensuring the contact center meets student expectations. Collaborate with Student Operations teams to provide accurate data that supports workforce decisions, monitoring real-time performance and adjusting staffing levels. Contribute to maintaining service levels and empower teams to deliver exceptional student experiences through effective workforce planning and real-time strategies.
In this high impact position, you will be a strategic business partner for EMEA Sales leaders, collecting and analyzing data across functions to help optimize our business to key metrics. You'll execute on our data and operations strategy, ensuring timely and accurate reporting on business initiatives, and yielding a cross-pillar view of company performance.