Workforce Planning Analyst

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Workforce Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration, and effective communication with business partners while ensuring our forecast aligns with company goals. In this position, you are responsible for long and short term planning, involving intraday contact volume, productivity, adherence, and capacity forecasts to provide leadership with contingency plans and what if scenarios. This position will support the entire Sales organization for the Residential and Commercial footprints at Altice. Additionally, they will be responsible for budget preparation and analysis, as well as reporting assignments and project management.
Responsibilities

• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed.
• Utilize your experience in using enterprise-wide requirements definition and management systems and methodologies required.
• Successfully engage in multiple initiatives simultaneously.
• Work independently with users to define concepts and under direction of project managers.
• Drive and challenge business units on their assumptions of how they will successfully execute their plans.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Serves as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.
• Develop requirements specifications according to standard templates, using natural language. - Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Be the liaison between the business units, technology teams and support teams.

Qualifications

• Bachelor's degree in related field such as statistical analysis or equivalent work experience.
• 3-5 years related work experience forecasting / planning in a contact center Workforce Planning environment.
• Expert level skillset in Aspect eWorkforce Management Suite, Excel, Word, and PowerPoint.
• Experience in performing Workforce Management functions for up to approximately 2,000 employees.
• Ability to communicate with all levels of management and company personnel.
• Ability to handle multiple projects and tasks.
• Ability to prioritize and organize effectively.
• Ability to think and act strategically and proactively.
• Strong writing and presentation skills.
• Ability to use computer and software applications (i.e., word processing, spreadsheet, etc).
• Ability to sit/stand for extended periods of time.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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