Business Planning Analyst at Charter Communications in Stamford, Connecticut

Job Description:

JOB SUMMARY
The Business Planning Analyst will be accountable for forecasting and analyzing volume, productivity and headcount requirements for contact center environments. The Business Planning Analyst will perform a wide variety of performance and statistical reporting for multiple business units. The position will work closely with the Sr Mgr, Business Planning and the VP of Business Planning in evaluating and presenting opportunities for improvement in business unit performance and efficiency.
MAJOR DUTIES AND RESPONSIBILITIES

Develop and maintain comprehensive forecasting and planning models, using Workforce Management tools to forecast call volume, handle time and other staffing related metrics in order to create staffing requirements and related inputs to financial forecasts

Prepare long range forecasts projecting call flows, operating performance and staffing needs for all contact centers to optimize performance and service levels

Provide input to meet expected customer experience and financial targets based on workforce management results

Deliver monthly updates of call volume, performance expectations and staffing requirements on time to department leadership

Prepare analysis and review of all performance reports, staffing models, schedules and required documents

Perform analysis of performance trends, headcounts and projected contact center activities at regular intervals and as needed between intervals to most accurately prepare up to date staffing and volume models

Track and analyze key operating metrics to facilitate management team decision-making and produce ad-hoc analysis as required

Ensure accurate and timely updates of key operating metrics

Perform other duties as requested

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English


• Ability to prioritize and organize effectively


• Ability to work independently, as well as in a collaborative and dynamic team environment


• Ability to handle multiple projects and priorities


• Ability to analyze and interpret data


• Ability to quickly identify business problems/opportunities


• Ability to communicate orally and in writing in a clear and straightforward manner


• Ability to communicate with all levels of management and company personnel


• Ability to manage multiple projects at one time


• Ability to prioritize and organize effectively


• Knowledge of software applications such as Word, Excel, etc.

Education
Bachelor's degree in business or related field or equivalent experience

Related Work Experience
2 + Yeas - Business planning/Financial analysis or related experience


WORKING CONDITIONS
Office environment


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