WFM Analyst

2 days ago

Bengaluru, Karnataka, India Vidpro Consultancy Services Full time

Location: Bangalore, India
Work Mode: Hybrid
Role: WFM Planning Analyst

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 2 years of experience in global call center workforce management function.
  • 2 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,India office in a night shift.
  • You have strong communication skills.
  • You have strong analytical skills.

Ready to make an impact? Apply now and let's grow together



Job Category: Business Support
Contract Type: Full-Time
Location: Bangalore ,Mumbai, India,Mumbai
Language: English

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