CS Workforce Planning Analyst

Location

Secunderabad | India

Job description

• Forecasting customer contacts across multiple regions and channels
• Monitoring and Reporting on; Performance, Plan v Actual, Contact Trends and Schedule Adherence
• Manage and Own short Medium term forecasts
• Support the delivery of our KPI s and improving our ops readiness capabilities
• Produce agent schedules aligned to forecast, sharing with operations teams within agreed schedule period
• Schedule breaks, development activities, shift changes, holidays etc
• Regular review of incoming demand, optimising agent schedules queues to meet service level targets

You ll be set up for success if you have:

• Forecast planning background
• Customer service experience
• WFM tools
• Advanced excel skills
• Salesforce knowledge
• Process management and improvement
• Worked with different countries and understand how local market nuances impact Customer behaviour
• Used to working in a digital world, with digital contact channels e.g. social, what s app, live chat etc
• Experience modelling CS requirements using excel
• Data manipulation (reporting tools and excel)

You ll be successful if you:

• Are resilient
• Tenacious
• Good at planning and executing
• Analytical, inquisitive , problem solver
• Excellent at stakeholder management
• Good communicator - clear and concise
• People person
• Keen interest in sports

Job tags

Salary