Senior analyst Planner(WFM)

Location

Bangalore | India

Job description

Job Purpose

To manage all Planning & Scheduling processes in support of operations & Vendors to achieve the business objective and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals

Primary Responsibilities

• Manage Vendors & Operations from Planning & Scheduling perspective.
• Capacity Planning
• Scheduling
• Shrinkage & schedule adherence
• Line Adherence
• Forecasting Accuracy
• To manage forecasting accuracy
• To manage Line requirement
• To manage the outcome & efforts on the outliers
• Review weekly intraday & rosters.
• Review KPIs and Staffing projections for the coming week
• Ensuring all necessary & relevant efficiency parameters are within target.
• Have effective discussions with stakeholders.
• Manage ad-hoc requirements from Ops & other functions.
• Discuss daily / weekly performance with stakeholders.
• ID Management

Knowledge, skills & competencies required.

Functional Skills and Competencies:

• Functional knowledge of various workforce management tools (IEX & Aspect)
• Overall Understanding of the Workforce Management, along with operational management
• Understands and know the purpose of the role and how it links to the other roles.
• Good knowledge of MS Office
• Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc…
• Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Staffing Requirement
• Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively.

Customer Focus (Core)

• Consistently places high value on customers and all issues and factors that relate to customer experience/ stakeholder expectations and needs.
• Has the ability to have difficult conversations with stakeholders & vendors constructively.
• Consider the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them.

Communication Skills

• Ensures delivery of all promises and commitments made to the stakeholders.
• Influences stakeholders and team members alike by creating positive relationships with them, to achieve company goals.
• Ability to translate and summarize analytical data findings into actionable recommendations.

Interpersonal Skills and Teamwork

• To be able to communicate effectively, both verbally and in writing, with stakeholders & Vendors
• Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda.

Experience required:

• Minimum 5 years of work experience in Contact Centre Industry.
• Minimum 3 years of work experience in Scheduling & Planning.

Job tags

Salary