Business Planning Analyst

Spectrum
0 reviews

Posted on: 30 Jan 2021

Stamford, CT

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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
Bachelors degree in business or related field or equivalent experience

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

WORKING CONDITIONS
Office environment

For more information on Spectrums benefits, please click here.

Spectrum

New York, New York

Time Warner Cable (TWC) was an American cable television company. Before it was purchased by Charter Communications on May 18, 2016, it was ranked the second largest cable company in the United States by revenue behind only Comcast, operating in 29 states. Its corporate headquarters were located in the Time Warner Center in Midtown Manhattan, New York City, with other corporate offices in Stamford, Connecticut; Charlotte, North Carolina; and Herndon, Virginia. From 1971 to 1981, Time Warner Cable, as Warner Cable, owned Dimension Pictures.

It was controlled by Warner Communications, then by Time Warner. That company spun off the cable operations in March 2009 as part of a larger restructuring. From 2009 to 2016, Time Warner Cable was an entirely independent company, continuing to use the Time Warner name under license from its former parent (including the "Road Runner" name for its Internet service, now Spectrum Internet).

In 2014, the company was the subject of a proposed purchase by Comcast Corporation, valued at $45.2 billion; however, following opposition to the deal by various groups, along with plans by the U.S. government to try to block the merger, Comcast called off the deal in April 2015. On May 26, 2015, Charter Communications announced that it would acquire Time Warner Cable for $78.7 billion, along with Bright House Networks in a separate $10.1 billion deal, pending regulatory approval.

The purchase was completed on May 18, 2016; Charter had continued to do business as Time Warner Cable in its former markets, but has now re-branded these operations under the Spectrum brand in most markets (even Charter launched this brand in 2014), though it will continue to use the roadrunner.com email addresses and adelphia.net email addresses to new customers.