Workforce Planning Associate

3 months ago


Bengaluru Karnataka, India Equiniti Full time

Management Level

H

**Function/Department**

Contact Center Planning & Analytics

**Date**

5/13/2021

**Requested Job Title**

Customer Care Planning Associate

**Job Code**

US-S0006

**FLSA **Status**

Non exempt

**EEO Category**

1

**Career Band and Level**

**Management Level**

H-SPE

**Reports to (Job Title)**

Manager, Contact Center Planning & Analytics

**Direct Reports (Yes/No)**

No
- Note: The final Job Title will be determined by Compensation. _

**High Level Summary**

The Contact Center Planning Associate will provide real-time support to the Contact Center, improving overall queue performance management. You will work across the business to achieve operational goals by reviewing service performance and drivers, identifying plan discrepancies in real-time results, and performing root cause analysis. You will also provide recommendation to the business to maximize effectiveness and realign resources for optimal performance.

**Essential Functions/Responsibilities**
- Monitors contact center service indicators and initiates real-time action plans with business partners.
- Communicate with Phone CSRs on regular basis for activity alerts and status changes as needed.
- Tracks and reports on CSR attendance and adjusts staff schedules as needed.
- PerformsPerforms adjustments, maintains daily logs, and monitors phone agent adherence to schedule.
- Tracks PTO requests
- Schedules off-phone events through supervisory discussions and queue assesment.
- Assists in preparing other WFM reports as needed.
- Identify process gaps and opportunities for increased service levels.
- Report information to leadership and provide solution recommendations.
- Maintain working relationships with leadership and business partners, ensuring their support needs are met.

**Education Requirements**
- High School Diploma

**Experience Requirements**
- 1+ years Customer Service/Contact Center experience or workforce management experience
- Previous financial service industry experience

**Skills and Abilities**
- Ability to take initiative, seek out root causes and explain business performance.
- Ability to think clearly and act positively under pressure.
- Excellent organizational skills and ability to balance several on-going projects simultaneously.
- Clear communication skills and ability to deliver oral presentations with confidence.
- Knowledge of call center management calculations, technologies and key performance indicators.

**Certifications, Licenses and/or Registrations - Completing this section is optional**
- N/A
- The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the job's requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads. _

**Equal Opportunity Statement



  • Bengaluru, India Bangalore Strategic Solutions Pvt Ltd Full time

    Exciting Opportunity for Interns/Freshers! Join Our Team as a Workforce Planning Coordinator! Are you passionate about workforce management and eager to kickstart your career in a dynamic environment? We're on the lookout for enthusiastic interns/freshers to join our team as Workforce Planning Coordinator! **Position**:Workforce Planning Coordinator...


  • Bengaluru, India The Nielsen Company Full time

    Our Company:  For over 100 years, Nielsen has been a global leader in audience measurement, data and analytics, shaping the future of media. Measuring behavior across all channels and platforms to discover what audiences love, we empower our clients with trusted intelligence that fuels action. As the global media industry continues to evolve, Nielsen will...

  • Associate - Planning

    6 months ago


    Bengaluru, Karnataka, India Myntra.com Full time

    **Associate-Planning** **Role**: The proposed role is for Associate-Planning, working closely with operation managers, external stakeholders and internal team to drive key reports, dashboards and data management. **Key Responsibilities & Accountabilities**: - Publish daily reports on Catalog sample picking, daily dashboard, go live, catalog queue, WIP...


  • Bengaluru, India WELLS FARGO BANK Full time

    **About this role**: Wells Fargo is seeking a Business Execution Associate... **In this role, you will**: - Understand and administer the lifecycle of Workforce/resource management i.e., JML-Joiners, Movers, Leavers - Review Ad hoc task activities and take prompt action on Tools - Receive direction and exercise independent judgement while dealing with...


  • Bengaluru, India TapTalent.ai Full time

    Location: Bangalore India (Night Shift) Department: CRM Telecom and Networking Client: USbased Fortune 500 Telecommunications Company About the Role: As a Workforce Management Planning Analyst you will be responsible for creating accurate demand forecasts based on call volumes and handling time projections. You will play a key role in managing workforce...


  • Bengaluru, India DATAMTX LLC Full time

    The CompanyDatamtx ( / formerly Datamatics) established in 1993 and globally HQ'd in Atlanta has a stellar history supporting both Tier 1 and 2 ERP rollouts ranging from implementations, data cleanse, migrations, customization, hypercare and Day 1 support. We are also nationally aligned with leading accounting firms & VARs.Our ERP / CRM coverage includes:...


  • Varthur, Bengaluru, Karnataka, India JPMorganChase Full time

    **JOB DESCRIPTION** Job Title** Finance & Business Management - P&A - Associate (601) **Short Description** Financial Analysis is responsible for strategic financial reporting and advising CFOs on how to increase profitability and efficiencies The Global Real Estate (GRE) Finance team sits within the Chief Administrative Office Finance team. It is...

  • Associate - Planning

    3 months ago


    Bengaluru, Karnataka, India Myntra.com Full time

    About Team The team shapes demand on the platform through pricing and promotional levers taking the platform PnL into account. The team works on pricing & promotional offers on a daily basis and ensuring topline and bottom line targets are met. There is also essential co-ordination with internal & other stakeholders for daily pricing operations along with...

  • Financial Planning

    3 months ago


    Bengaluru, Karnataka, India Athenahealth Full time

    Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We are looking for an Associate to join our Finance Planning & Analysis (FP&A) Center of Excellence team to supporting FPA-wide processes and projects, working closely with Business and Finance partners from revenue to expense to...

  • Planning Associate

    4 months ago


    Bengaluru, India Labcorp Full time

    To effectively plan projects as they are contracted, ensuring staff have visibility of schedules assigned by both Project Leads and Managers. These statements are intended to describe the general nature of the job and are not intended to be an exhaustive list of all responsibilities, skills and duties. - Manage Workfront Processes including but not limited...


  • Bengaluru, India Western Digital Full time

    Job DescriptionThe Global Strategic Sourcing Manager, Professional Services & Contingent Workforce is responsible for developing the sourcing strategies for the professional services category. The person in this position would be recognized as a sourcing expert for global professional services category including contingent workforce, would liaison with...


  • Bengaluru, Karnataka, India Cytiva Full time

    #LI-VK1 **Be part of something altogether life-changing!** Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies. At Cytiva you...


  • Bengaluru, India TapTalent.ai Full time

    Location: Bangalore, India (Night Shift) Department: CRM, Telecom and Networking Client: US-based Fortune 500 Telecommunications Company About the Role: As a Workforce Management Planning Analyst, you will be responsible for creating accurate demand forecasts based on call volumes and handling time projections. You will play a key role in managing...

  • Associate - Planning

    4 months ago


    Bengaluru, Karnataka, India Myntra.com Full time

    **JOB DESCRIPTION** **Roles & Responsibilities** - Prepare, Track and monitor different MIS dashboards for planning to support Business - Approve buy plans in system, Update OTB in system. Manage Month shift and other operational request from brands on day to day basis. - Support team to build Monthly operating plans and deliver required targets. -...

  • Associate - Planning

    3 months ago


    Bengaluru, Karnataka, India Myntra.com Full time

    **Responsibilities** - Draft Annual, Monthly, daily Revenue & other input metric plan for categories for BAU and event days with close coordination / alignment with cross functional - Coordinate with different teams for obtaining planning inputs in time & ensure plans are aligned / agreed with stakeholders before set timelines - Ensure revenue planning at...


  • Bengaluru, India Travix Full time

    **About Travix** The aim for the Workforce Planner is to efficiently align staff to demand in all our Customer Service and Excellence Centers globally. Perform trends analysis on all our channels and use this data to plan and maintain the required Service levels. Support the Traffic managers and if needed, proactively take corrective action and intervene to...


  • Bengaluru, India Wipro Full time

    Role Purpose The purpose of the role is to build and lead workforce transformation roadmap to facilitate multi-skilling competency development across the identified accounts in a BU to fulfill current and future customer demands Principal Responsiblities Work in high impact COO organisation cutting across all channels, functions and units Closely work with...


  • Bengaluru, India TapTalent.ai Full time

    Location: Bangalore India (Night Shift) Department: CRM Telecom and Networking Client: USbased Fortune 500 TelecommunicationsCompany Aboutthe Role: As a WorkforceManagement Planning Analyst you will be responsible for creatingaccurate demand forecasts based on call volumes and handling timeprojections. You will play a key role in managing...


  • Bengaluru, India Randstad Enterprise Full time

    We're Hiring: Workforce Management Analyst at Randstad Enterprise GroupAre you passionate about optimizing operational efficiency and making data-driven decisions? Join our dynamic team at Randstad Enterprise Group (REG) as a Workforce Management Analyst in Bangalore!About Us:Randstad Enterprise Group is dedicated to maximizing business value for our clients...


  • Bengaluru, India Randstad Enterprise Full time

    We're Hiring: Workforce Management Analyst at Randstad Enterprise Group Are you passionate about optimizing operational efficiency and making data-driven decisions? Join our dynamic team at Randstad Enterprise Group (REG) as a Workforce Management Analyst in Bangalore ! About Us: Randstad Enterprise Group is dedicated to maximizing business value for our...