Analyst – Workforce Planning
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Job Description
Analyst-Workforce Planning managing schedules for contact center teams at TDS Telecom. Responsible for optimizing schedules using forecasted workload and staffing models.
Responsibilities:
- Build weekly, monthly, and schedule period staffing plans based on forecasted volume, shrinkage assumptions, and staffing requirements.
- Schedule training, coaching, meetings, and development time in alignment with capacity planning.
- Manage quarterly or semiannual shift bids, including bid setup, execution, and validation.
- Maintain scheduling rules and support coverage alignment, including seasonal adjustments and new hire scheduling.
- Analyze interval-level staffing variances and collaborate with internal teams to recommend schedule or shift mix adjustments to improve coverage.
- Review shrinkage data and make recommendations related to staffing needs.
Requirements:
- Bachelor’s degree (or higher) OR 4+ years’ professional work experience.
- 2+ years’ experience in Workforce Planning (scheduling, capacity planning, or related).
- 2+ years’ experience working with analytical tools such as Excel, Access, or WFM data platforms.
- Understanding of ACD/Call Routing and multi-skill, multi-queue environments.
- Familiarity with relational database concepts and WFM system configuration.
- Ability to operate in a fast-paced environment with minimal supervision.
- Strong communication skills and ability to adapt communication style for various stakeholders.
Benefits:
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Life Insurance
- 401(k) Plan
- Generous Vacation & Paid Sick Leave
- Seven Paid National Holidays & One Floating Holiday
- Paid Parental Leave (6 weeks after 12 months of employment)
- Adoption & Surrogacy Assistance
- Employee Assistance & Wellness Programs
- Short-Term & Long-Term Disability
- TDS Service Discounts
- Education Assistance
- Paid Volunteer Time
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