Sr. Capacity Planning Analyst
Ally Financial
- Schaumburg, IL
- Permanent
- Full-time
- Ongoing partnership with Insurance Operations Leaders and Mangers to develop and implement back office and contact center capacity plans, as well as assists the team to maintain accurate workflows and headcount
- Work closely with Executive Leaders and their direct reports on capacity plans and resource modification strategies
- Responsible for conducting operational meetings to assess results and performance
- Responsible for conducting ad hoc analyses and managing reporting and metrics as it relates to developing, analyzing, and producing monthly reports and/or graphs to assess current trends relative to driving day-to-day business decisions
- Critical function of this position is to implement best practices in workforce management to ensure the most efficient use of staffing resources to meet customer needs
- Provide business insights across Ally Insurance for staffing related strategy, including cost / benefit analysis, and assist in the implementation of activities designed to optimize the workforce
- Ability to identify process improvement, effectiveness and efficiency and execute on change management, influence and collaboration in a matrix environment
- Ability to independently manage multiple tasks for multiple groups and work reliably in time sensitive situations
- Demonstrated strong analytical and organizational skill set
- Demonstrates a high degree of personal accountability, passion, and execution
- Bachelor's degree in related field preferred
- 3+ years of Contact Center Work Force Management experience
- Strong Capacity Planning and Long-term Forecasting focus
- Understanding of FTE and application of labor costs
- Trend analysis / analytics experience is required
- Advanced knowledge of MS Word, Excel, PowerPoint, and Power BI
- Time Away: 11 paid holidays, 20 paid time off days, and 8 hours of volunteer time off, yearly (paid time off is prorated based on start date)
- Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
- Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
- Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
- Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
- Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
- To view more detailed information about Ally's Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf