Resource Planning & Reporting Analyst

Job RoleThe Resource Planning and Reporting Analyst plays a critical role in optimizing workforce efficiency by leveraging data-driven insights. This role is responsible for analyzing operational trends, forecasting resource needs, and generating reports to support strategic decision-making. The ideal candidate will have strong analytical skills, experience in workforce planning, and proficiency in reporting tools to drive operational excellence.Job ScopeDevelop detailed reports on operational performance and resource utilization using tools such as Power BI, and Excel. Present insights through visual storytelling and clear narratives.Collect, analyze, and interpret workforce data to assess trends in staffing, productivity, and service levels.Develop and maintain dashboards, reports, and KPIs to track performance and highlight opportunities for optimization.Provide actionable insights to the Capacity Planner and leadership team to support data-driven decision-makingDevelop and maintain workforce plans for front-office (customer service, sales, technical support) and back-office (ticket processing, email handling, administration) functions.Forecast short-term, mid-term, and long-term workload demand using historical data and real-time trends.Create and manage agent schedules, optimizing shift coverage while accounting for breaks, leaves, and special events.Monitor real-time adherence and adjust staffing levels dynamically to meet service level targets.Plan for off-queue activities such as training, meetings, and coaching while ensuring minimal operational impact.Track and analyze key workforce metrics such as occupancy, adherence, and shrinkage, providing actionable insights.Collaborate with operations, HR, and leadership to align resource planning with business goals.Continuously monitor operational and people performance, diving deep into data to uncover trends and provide actionable recommendations.Monitor real-time performance metrics to ensure efficient resource utilization and adherence to SLAs.Identify inefficiencies and recommend process improvements to enhance operational effectiveness.Assist in developing and refining workforce planning models and methodologies.Maintain meticulous records of data sources, methodologies, and outcomes to ensure transparency and continuity.Job EssentialsBachelor’s degree in Business Analytics, Data Science, Statistics, Engineering, Operations Management, or a related field.Essential: 5+ years in resource planning, reporting, or workforce management, preferably in a contact center or operational environment.Advanced Excel , power BI and database management skills.Strong analytical and problem-solving abilities.Meticulous attention to detail and curiosity for identifying root causes.Fluency in English.