Hybrid Resource Planning Analyst

The Hybrid Resource Planning Analyst is responsible for both real-time capacity planning and scheduling. This role ensures optimal staff allocation, monitors inbound call traffic, and generates efficient schedules to meet business needs. The analyst leverages advanced analytical skills and workforce management tools to drive operational excellence, streamline processes, and support both short- and long-range planning.Hybrid Resource Planning Analyst

Roles and Responsibilities:

• Real-Time Monitoring & Capacity Planning
  • Monitor inbound call and back-office traffic and staff availability to ensure efficient work distribution.
  • Analyze trends, including volume, patterns, productivity, and resource allocation.
  • Provide recommendations for capacity utilization to meet/exceed operating objectives.
  • Interface with operations and WFM leadership regarding performance-impacting factors.
  • Optimize service levels through work distribution, product routing, priority setting, and load balancing.
  • Identify areas for improvement in workforce productivity and recommend program modifications.
• Scheduling
  • Generate daily, weekly, and monthly schedules using WFM software.
  • Create and improve time-off allowance measures and analyze accruals vs. utilization.
  • Develop models for accurate new hire and client schedules; enhance output accuracy.
  • Execute PTO, holiday, and shift bidding, including plans for observed and non-observed holidays.
  • Monitor schedule efficiency and recommend improvements.
  • Consolidate efforts across WFM for innovative, enterprise-wide solutions.
  • Process updates and task management requests within department turnaround expectations.
  • Perform audits and maintain key WFM platform elements (work patterns, skill assignments, org alignments).
• Collaboration & Customer Service
  • Collaborate with matrix partners and internal clients to ensure objectives and standards are met.
  • Provide end-to-end support for internal clients and customer teams.
  • Deliver excellent customer service and recommend self-service alternatives.
  • Contribute to feedback loops for process and procedure improvements.

Quezon City, Bridgetowne GBF TowerPhilippines