Workforce Planning & Insight Analyst - Nadi/Lautoka/Suva

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

The Workforce Planning & Insights Analyst plays a critical role in optimizing global contact centre performance by bridging business needs with technical solutions. Key responsibilities include accurately forecasting contact volumes and staffing requirements, optimizing resource allocation, and ensuring service levels are maintained in line with contractual agreements. The role involves analyzing operational data to generate actionable insights, producing high-quality statistical reports, and supporting strategic decision-making through efficient scheduling. Additionally, the Workforce Planning & Insights Analyst contributes to continuous service improvement, evaluates new business opportunities, and collaborates with internal and external stakeholders to promote operational excellence across all centres. This position is essential to enhancing the overall effectiveness and sustainability of the business.

Outcomes

Organisational Stakeholders
1. Global Resource Planning and Real-Time Management
Develop and maintain accurate forecasts of contact volumes and staffing requirements across all global contact centers. Monitor real-time operational performance, making proactive staffing or routing adjustments to ensure service level targets are met. Collaborate with regional analysts and local managers to achieve optimal resource allocation. Maintain and optimize telephony platforms, including call routing logic and configurations. Investigate and resolve call routing discrepancies or performance anomalies in a timely manner.
2. Operational Performance and Service Level Management
Ensure full adherence to all contractual service level agreements (SLAs) across regions. Monitor global operational metrics and initiate timely corrective actions to address variances. Serve as the first point of contact for operational escalations, providing direct support to leadership and functional teams. Participate in daily operations calls, escalating potential risks or service challenges proactively.
3. Forecasting, Scheduling, and Reporting
Develop both short-term and long-term forecasts based on historical data trends and current business inputs. Provide monthly staffing plans, including training schedules and skills deployment timelines. Maintain updated intraday forecasts and planning models to optimize break schedules and manage shrinkage. Generate and deliver daily / weekly performance dashboards, end-of-month reporting, and full-time equivalent (FTE) utilization updates. Support annual and quarterly budget planning through detailed headcount modelling.
4. Business Analysis and Strategic Support
Analyse performance data, seasonal trends, and operational metrics to identify opportunities for process improvement. Deliver statistical reports and actionable insights to support strategic business decisions. Liaise with internal and external stakeholders to report on key performance indicators and propose recommendations for optimization. Provide analytical support to Sales and Marketing teams in evaluating new business opportunities or client proposals.
5. Stakeholder Engagement and Cross-Functional Collaboration
●    Collaborate with departments such as IT, HR, and client teams to manage operational transitions and system changes. ●    Actively participate in cross-functional meetings and contribute to the development and execution of strategic initiatives. ●    Ensure alignment of agent schedules with training plans, skill requirements, and evolving business needs.

Responsibilities - Critical Competencies

Competence	Description
Business
Risk Management	Analyse and manage risk.
Change Management	Implement and manage changing situations resulting from a change in strategic/business.
Customer
Quality Focus	Deliver quality.
People
Negotiation	Reach agreement through discussion and compromise.
Professional
Compliance	Comply with relevant laws and the policies and procedures of the organisation.
Mathematical Reasoning	Apply mathematical reasoning.
Operational
Equipment Operation	Control the operation of specialised equipment, plant or vehicles to satisfy the demands of the assignment.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Business Management or Business Administration or related fields

Work Knowledge and Experience

1. • 3–5 years of experience in workforce planning, data analysis, or business intelligence roles within contact centers, BPOs, or service delivery environments
2. • Experience working in multi-site or global operations is a strong advantage
3. • Proven track record in forecasting, scheduling, and performance reporting

Requirements

Language Proficiency
Fluency in both written and spoken English
Must have excellent written and oral skills.

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Abstract/conceptual thinker	Creates abstract or generic ideas generalised from particular instances.
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Well organised	Controls tasks in a well thought out and critical manner.

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