Workforce Planning Analyst I

General Information

Ref #:

20240036037

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Noida - India - India

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Description & Qualifications

Description

Job Summary:
The Workforce Planning Analyst I is a real-time workforce analyst that monitors the intra-day management of resources, adherence to schedules, and exception management, and provides key insights on KPIs to ensure service level objectives are met through workforce management processes while partnering with operational leadership to enhance the U Krew and customer experience. Serves as point of contact within the workforce planning team to provide guidance, real-time workload activities, ADHOC reporting requests, and ensure staffing levels coincide with planned projections.

Primary/Essential Duties and Key Responsibilities:
• Maintain and update skilling assignments in a multi-site, multi-skill environment.
• Establishing and maintaining strong relationships with key operational and support partners.
• Effective communication to multiple tiers of Mid to Executive Leaders
• Recognizes and recommends operational and support improvements
• Administration / setup and utilization of WFM software
• Troubleshooting tier I & II issues associated with WFM software
• Real-time load balancing to fulfill operational objectives (Cases, Calls & Chats)
• Monitoring of real-time KPI’s
• Monitor adherence to schedule
• Exception Management
• Provide periodic reports. Real time and historical, containing performance data to support operations management
• Establishing and maintaining strong relationships with key operational and support partners.

Qualifications

Preferred Qualifications:

• 2+ years of workforce management experience
• Working knowledge of workforce management processes, concepts, and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
• Strong analytical skills to understand business requirements and decompose into more granular level requirements
• Ability to work independently and balance multiple priorities
• Working knowledge of contact center operations and organization

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

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