Senior Sales and Operations Planning Analyst - Remote

Overview

The Senior Sales & Operations Planning Analyst plays a key role in the sales center team, driving the achievement of company telephonic goals and enhancing operational efficiency through workforce management processes.

In Short

• Serve as the Subject Matter Expert (SME) on the IEX Workforce Management system.
• Develop and adjust accurate weekly forecasts for all business areas.
• Create and update department-specific schedules monthly.
• Monitor queue service levels and make real-time resource adjustments.
• Manage agent Paid Time Off (PTO) requests effectively.
• Oversee outbound dialer tasks and ensure smooth operations.
• Assess and manage overtime needs based on forecasting data.
• Coordinate large-scale training schedules across departments.
• Perform daily skilling updates with 100% accuracy.
• Administer new hire onboarding within the IEX and NICE systems.

Requirements

• 3+ years’ experience in a call center environment.
• 1+ years’ experience in a Sales & Operations Planning Specialist role.
• Experience with NICE Workforce Optimization WFM Tool.
• Strong analytical skills and understanding of call center dynamics.
• Excellent written and oral communication skills.
• Hands-on knowledge of Workforce Management systems.
• Proficiency in Microsoft Office, especially Excel.
• Ability to work independently and as part of a team.
• Strong interpersonal skills.

Benefits

• Competitive salary range of $66,000 - $82,500.
• Annual performance bonus.
• Comprehensive health benefits.
• Support for personal and professional wellness.
• Equal opportunity employer with a bias-free work environment.