Reporting to Global Workforce Management Lead, the Workforce Headcount Planning Analyst is leading and managing end to end headcount resource planning life cycle and site performance to ensure enable effective management and of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.

What you Do:
 

Responsibilities will include, but are not limited to, the following:

Implementation and maintenance of best practice resource planning practices

• Manage the Global Capacity Model to manage the long-term/short-term capacity planning processes for a vast insurance enterprise.
• Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams and Finance teams and program teams to ensure smooth execution of capacity planning processes.
• Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost.
• Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.
• Clearly communicate dependencies to the right stakeholders and manage/track expectations.
• Participate in global customer service initiatives and project roll outs to cater to growing business needs.
• Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.
• Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
• Collaborate with stakeholders to implement risk mitigation strategies.