Demo
Salary Resume Critique Job Openings

Workforce Planning (WFM) Analyst

Grand Circle LLC
Boston, MA Full Time
POSTED ON 2/12/2025
AVAILABLE BEFORE 5/12/2025

Job Description

Job Description

The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the Call Center (TRC - Traveler Relations Center). The Workforce Planning Analyst is responsible for forecasting workload and applying the appropriate resources to handle the workload within intended service levels.

Specific Duties :

  • Raise Hot Issues around Staffing, Call Volume / Abandons, and Agent Performance
  • Raise recommendations to improve Call Routing
  • Support TRC Staffing Plan for all areas (Sales / CS) with a focus on 50 min / 35 min TPC Team & Weekends
  • Day to Day management of Work distribution and agent productivity
  • Drive TRC Service Metrics Goals

Specific Roles within WFM :

  • Queue Management : Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal.

    • Actions might include routing calls from one department to another to cross-trained associates or requesting off-phone time be rescheduled.

  • Intra-Day Reporting : Reporting our results throughout the day.
  • Scheduling : Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives.
  • Call Center IT : Troubleshooting and identifying contact center-wide issues and identifying impact to the business, escalating issues to IS leadership and recommending action to resolve, working with IS to fix bugs and implement company initiatives
  • Forecasting : Analyzing patterns of call volume and average handle time to determine how many associates are needed at any given time to achieve our goals. Assessing the impact of special events.

    • What We’re Looking For :

  • 2 years of experience in workforce management of operations
  • Bachelor's Degree or 4 total years of experience
  • Experience with workforce management and data analysis tools (i.e., Genesys, Tableau)

    • Please send your resume to wsparks@oattravel.com

    If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
    Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

    What is the career path for a Workforce Planning (WFM) Analyst?

    Sign up to receive alerts about other jobs on the Workforce Planning (WFM) Analyst career path by checking the boxes next to the positions that interest you.
    Income Estimation: 
    $108,210 - $148,204
    Income Estimation: 
    $116,911 - $169,028
    Income Estimation: 
    $108,210 - $148,204
    Income Estimation: 
    $116,911 - $169,028
    Income Estimation: 
    $116,911 - $169,028
    Income Estimation: 
    $174,110 - $240,842
    Income Estimation: 
    $67,290 - $90,141
    Income Estimation: 
    $85,436 - $117,270
    Income Estimation: 
    $85,436 - $117,270
    Income Estimation: 
    $108,210 - $148,204
    Employees: Get a Salary Increase
    View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

    Job openings at Grand Circle LLC

    Senior Financial Analyst
    Grand Circle LLC
    Hired Organization Address Boston, MA Full Time
    Title: Senior Financial Analyst Location: Boston, MA (3 days onsite) Rate: DOE Position Summary The Senior Financial Ana...
    Tour Director
    Grand Circle LLC
    Hired Organization Address Anchorage, AK Full Time
    Who we are Grand Circle Corporation is the largest American direct marketer for international travel, adventure and disc...
    Call Center Customer Service ** Fully Remote
    Grand Circle LLC
    Hired Organization Address Boston, MA Full Time
    Do you have a passion for travel? Grand Circle Corporation seeks a REMOTE Traveler Support Counselor to join our remote ...
    Remote: Inbound Call Center Agent- March 10 Start Date
    Grand Circle LLC
    Hired Organization Address Tucson, AZ Full Time
    Grand Circle Corporation is hiring REMOTE Traveler Support Counselors to join our March 10th 2025 class. As a Traveler S...
    View More Jobs at Grand Circle LLC

    Not the job you're looking for? Here are some other Workforce Planning (WFM) Analyst jobs in the Boston, MA area that may be a better fit.

    Workforce Planning Analyst

    Overseas Adventure Travel, Boston, MA

    Senior Workforce Planning Strategist, AWS Workforce Planning

    Amazon Web Services (AWS), Boston, MA

    View More Jobs

    AI Assistant is available now!

    Feel free to start your new journey!