Description
Process Information :
The Planning Analyst will ensure that resources are managed efficiently and effectively in order to optimize use of workforce to achieve performance targets (Contact Management) Targets and their own schedule fit targets) and minimize overtime spend.
Key Responsibilities :
- Analyze staffing/volume trends and operational performance dashboards.
- Develop short-, medium- and long-term staffing plans for assigned business in an accurate and timely manner.
- Collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
- Prepare financial forecasts based on inputs from various sources and historical trends.
- Create and maintain financial reports for business stakeholders.
- Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g. IEX etc.
- Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.
Desired Skills :
- Strong communication skills, both written and verbal.
- Highly Proficient in Microsoft Office tools.
- High attention to detail
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Highly Proficient in Microsoft Office tools.
- Ready to work in a dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- Highly professional and able to develop strong business partnerships.
- Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys
