MAS Resource Planning and Consulting 171377 - Internal

Resource Planning & Consulting Analyst Profile Description Real-time monitoring and management of Service Levels, capacity, and operational performance within the MAS Payroll Client Services team. Collaborate closely with US and PH Workforce Management teams to ensure alignment on workforce strategies and operational goals. Develop and maintain schedules and staffing plans in line with forecasted workload requirements. Administer and support Workforce Management tools and systems. Generate adhoc reports and data-driven insights to support business decisions and operational analysis. Support special projects, process improvements, and additional responsibilities as assigned. Monitor daily associate attendance, identify trends, and communicate findings to leadership. Produce and distribute daily, weekly, and monthly performance reports while managing stakeholder reporting requests. Forecast short and long-term workload demand, identify staffing requirements, and present recommendations to leadership. Implement staffing strategies to achieve target service levels. Analyze historical trends, forecast future demand, and develop operational plans and mitigation strategies. Partner with leadership to design, recommend, and implement workforce solutions that improve productivity and performance. Manage intraday operations effectively and collaborate with Operations leaders to address changing business needs. Optimize shrinkage management (leave and intraday activities) to support service level achievement while maintaining a positive associate experience.
Shift:Service( 05:30 PM - 02:30 AM)
Skill:Voice Payroll
JobCode:Voice Operations
Grade/Level:G2L1
##LI-DNIEligibility Criteria Minimum 1+ years of ADP tenure, with preferred experience in Workforce Management, including real-time adherence, scheduling, workforce planning, and reporting. Strong working knowledge of contact center workforce management tools and systems such as Genesys, Genesys Cloud, Power Apps, and related platforms. Demonstrated track record of consistent performance and delivery of measurable business results. Proven ability to prioritize critical operational and client issues while effectively managing workload. Advanced proficiency in Microsoft Excel and PowerPoint, with strong analytical and reporting capabilities. Excellent verbal and written communication skills with the ability to engage stakeholders effectively. Strong analytical aptitude with the ability to interpret data, identify trends, and make informed decisions quickly. Flexible to work across different shifts and schedules based on business requirements. Strong planning, organizational, and time management skills. Prior experience in a similar Workforce Management role is preferred but not mandatory.