Workforce Planning Analyst

Eastvantage Careers; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A global workforce management firm in Bengaluru is seeking a Workforce Planning Analyst. This role involves generating demand forecasts and managing vendor performance to optimize staffing solutions. Candidates should have at least 3 years of experience in call center workforce management, exceptional analytical and problem-solving skills, and proficiency in relevant software. This position requires a night shift commitment and strong communication abilities. Work will be conducted from the office from Day 1.

Qualifications

• Minimum of 3 years of experience in global call center workforce management function.
• 1+ years in forecasting, scheduling, and intra-day staff management in a multi-site contact center preferred.
• Strong analytical thinking and problem-solving skills.
• Excellent written and oral communication skills.

Responsibilities

• Generate demand forecast based on call volume and average handling time.
• Review vendor plans for staffing to meet demand forecasts.
• Track budget vs demand forecast vs actuals for process optimization.
• Manage vendor performance to meet key performance indicators.

Skills

Analytical skills

Mathematical/statistical skills

Problem solving

Communication skills

Organizational skills

Education

College degree or comparable work experience

Tools

MS Excel

WFM software (Blue Pumkin, eWFM, IEX)

Aceyus

Avaya CMS

Job description

About the job Workforce Planning Analyst

About the Role:

Workforce Management Planning Analyst position will be responsible for generating interval demand forecast based on call volumes and average handling time projections.

This position will interact directly with the Customer Care operations, and vendors. As a Workforce Planning Analyst, you will be working autonomously in a dynamic and fast-paced environment, demonstrating the ability to navigate ambiguity with minimal supervision.

Responsibilities:

• Generate demand forecast based on Call volume forecast and average handling call trends utilizing the pre-defined guidelines, initiatives, and vendor strategies.
• Review vendor plans for adequate staffing to meet demand forecast and highlight risks and mitigation plans.
• Track budget Vs demand forecast Vs actuals for optimizing the processes.
• Manage the WFM outsource vendor performance to ensure performance deliverables are meeting requirements.
• Ensure thorough communication and prioritization of business goals daily.
• Hold vendors accountable to key performance indicators which include, but are not limited to SLA, compliance and contractual obligations.
• Develop a deep understanding of our clients business and workforce strategies and combine that knowledge with an understanding of industry standards.
• Provide consultative support in partnership with internal departments to drive the decisions impacting service delivery and customer experience.
• Manage the vendors performance through data analysis and partner relationship management.
• Strong analytical skills and experience with problem solving, including detailed variance analysis for contact center metrics.
• Track performance metrics and goals to measure planning accuracies.
• Other duties are assigned.

Qualifications:

• Minimum of 3 years of experience in global call center workforce management function.
• 1+ years of experience performing forecasting, scheduling and intra-day staff management functions in a multi-site inbound contact center preferred.
• College degree or comparable work experience is required.
• Strong mathematical\statistical, analytical and communication and organizational skills.
• Analytical thinking, creative problem solving and decision making.
• Proficient using MS Word and PowerPoint. Advanced in Excel.
• Excellent written and oral communication skills.Experience with WFM software (Blue Pumkin, eWFM, IEX, etc).
• Experience with Aceyus , Avaya CMS or comparable systems required.

Non-technical requirements:

• You have experience working on client-facing roles.
• You are available to work from our Bangalore office from Day 1 in a night shift.