Business Planning Analyst

Job Posting ID: 1100 Title: Business Planning Analyst

Location: West Chester - Operations Center (PA)

Employment Type: Full-Time

Division: Customer Service Corporate

Department: Planning and Staffing

Shift: first

Description:
QVC?s Customer Services Division has an exciting opportunity for a talented individual to become a Business Planning Analyst in our Resource Planning Department at our West Chester Operations Center location.

Under the supervision of the Manager, Forecasting the successful candidate will provide intra-day operational forecasts for various support areas in Distribution and/or the Call Center areas. Some examples of these support areas include Supply chain (Distribution Center) Order Entry, E-Commerce, Customer Service, Product Consultant (i.e. RCCA and Beauty Line), Product Finder and Acquisitions/New Businesses. Conducts analysis (e.g., trends and correlations) to optimize Call Center service and agent productivity. The position provides analytical support for the various CS client areas (i.e. Corporate Staffing and Site Staffing, Customer Focus, Variable Labor, VRU/QVC.com and E-services). This position interacts with the QVC international sites, in a consultant role for forecast processes and techniques.

This position continuously reviews statistical models and forecasting techniques for compatibility to business needs. Develops and implements changes and enhancements to models to improve forecasting and reporting capabilities. Develops computerized database models and utilizes econometric modeling to forecast time of business volumes and productivity (average processing time per call or inquiry) on historical data to optimize staff scheduling and usage. Interacts with Programming, Merchandising and OE/CS operational departments to obtain planning information and to share results (e.g., abandon rates, forecast accuracy) for lessons learned. This position monitors intraday and post day performance and conducts variance analyses for forecast/staffing related measures that do meet business goals (e.g., abandons).


Qualifications & Requirements:
~ Undergraduate degree is required. A concentration in Operations Management, Business Administration or Statistics is preferred.
~ A minimum of three years related experience in applying Forecasting and Econometric models to business needs.
~ Excellent oral and written communication skills.
~ Demonstrated ability to comprehend and apply complex qualitative and quantitative information.
~ Excellent time management skills and ability to meet strict deadlines.
~ Prior experience with ACD and Workforce management systems preferred.
~ Desire to work in, and respond to, a fast paced and changing business environment.