Workforce Planning Analyst

4 months ago

Gurugram, India Expedia Group Full time

Workforce Planning Analyst (Gurgaon)


As a Workforce Planning Analyst, you will be responsible for handling performance of products/ queues/ channels and finding improvement opportunities using statistical data mining and visualization techniques. Your role will include collaborating with internal partners. You would work with the teams to analyze forecast variances, finding opportunities to improve operational efficiencies, taking mitigations actions to positively impact customer experience and delivering against high organizational standards. This is a high impact and visibility role with significant interaction with senior leadership and with goals that directly impact the bottom line of the business. Critical thinking skills and logical reasoning abilities are important for being effective in the role.

What you'll do:

  • Real-time monitoring of critical business operations and performance indicators at an interval/ daily/ weekly/monthly level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence. Quickly responding to any issues encountered in delivering expected performance

  • Analyze for potential risks in staffing levels and develop/implement plans to aid the operation in mitigating the risks as needed

  • Produce what-if scenarios to assist with business cases and to aid managerial decision making

  • Develop Partners’ capacity review mechanisms to highlight roadblocks/changes in the plan along with impact on operations. Work across Partner sites to balance workload

  • Gather and analyze data to identify trends and patterns. Make recommendations to reduce workload and improve productivity for Partner teams. Supervise and track the results of recommendations

  • Use system reporting tools to analyze current business processes and to support continuous process improvements

  • Present results back to the business in a structured, data-driven manner - simplifying complicated concepts

  • Process daily and intraday requests for configuration and provisioning changes to our internal customers

Who you are:

  • Proven experience of producing accurate workload models using statistical techniques

  • Experience of extracting and analyzing complex data from multiple sources

  • Adept at conducting analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively

  • Experience in report production, communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomes

  • Experience influencing partners to effectively manage as per provided recommendations

  • Proven track record of crafting strong relationships with operations and support teams, finance managers and business intelligence analysts

  • The ability to clearly present ideas and theories to operations and managerial staff

  • Proactive and able to work independently

  • Strong attention to detail and accuracy is critical

  • Analytical Attitude- a problem solving approach that gets to the underlying business questions in using a variety of data sources

  • Partner Partnership - analytical resourcefulness and leadership, coupled with proven cross-functional partnership. Comfortable creating strategic recommendations and obtaining organizational approval at senior levels

  • Effective communicator - build and sustain effective communications with other roles involved in the project

  • Flexible approach - tailor experienced knowledge to meet specific circumstance

  • Bachelor’s or Master's degree in Economics/Business Management or in a related field; or equivalent related professional experience

  • 2+ years of contact center operations management or strong work experience in an operational or workforce management role

#LI-JH3

  • Senior Workforce Planning Analyst

    5 months ago

    Gurugram, India Expedia Group Full time

    Senior Workforce Planning Analyst (Forecasting)Passionate about a rare opportunity to help craft the future of customer service in travel?  Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world.    We are searching for an experienced analyst to join our Traveler and Partner Service Platform...

  • Supervisor Workforce Planning

    5 months ago

    Gurugram, Haryana, India Optum Full time

    Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion,...

  • Supervisor Workforce Planning

    2 months ago

    Gurugram, India UnitedHealth Group Full time

    Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion,...

  • Workforce Management Specialist

    3 weeks ago

    gurugram, India Demographic HR Services Full time

    We are Hiring for the Workforce Management Analyst / Supervisor / Manager* Real-Time Analysts - Manager* RTA / RTM * WFM Planners (Resource Planner)* WFM Managers* WFM - Planning & Scheduling Manager* WFM - Resource Planner* WFM - Supervisor* WFM - Team LeaderExperience - Minimum 3 YearsGraduate must

  • Supervisor Workforce Planning

    2 months ago

    Gurugram, Haryana, India Optum Full time

    Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion,...

  • Workforce Manager

    5 months ago

    Gurugram, India TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Workforce Capacity Planner

    1 month ago

    Gurugram, India Live Connections Full time

    Greetings from Live Connections !! Live Connections Placements Pvt. Ltd. or LiveC as we are popularly known as, is a 26+ year-old search and recruitment organization that specializes in finding and placing professionals across several sectors around the globe. We bring to the table a cumulative recruitment experience built over two decades. Follow for...

  • Business Analyst

    3 months ago

    Gurugram, India American Express Full time

    You Lead the Way. We’ve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create...

  • Financial Planning Analyst

    3 months ago

    Gurugram, India Coxwell Full time

    JobSummary:We are seeking a highly motivated and detailorientedFinancial Planning and Analysis (FP&A) Analyst to join ourFinance team. The FP&A Analyst will play a critical role infinancial planning budgeting forecasting variance analysis andfinancial reporting. This position requires strong analyticalskills a thorough understanding of financial statements...

  • Financial Planning Analyst

    4 weeks ago

    gurugram, India Coxwell Full time

    Job Summary:We are seeking a highly motivated and detailoriented Financial Planning and Analysis (FP&A) Analyst to join our Finance team. The FP&A Analyst will play a critical role in financial planning budgeting forecasting variance analysis and financial reporting. This position requires strong analytical skills a thorough understanding of financial...

  • Financial Planning Analyst

    2 weeks ago

    gurugram, India Coxwell Full time

    Job Summary: We are seeking a highly motivated and detailoriented Financial Planning and Analysis (FP&A) Analyst to join our Finance team. The FP&A Analyst will play a critical role in financial planning budgeting forecasting variance analysis and financial reporting. This position requires strong analytical skills a thorough understanding of financial...

  • Financial Planning Analyst

    2 months ago

    Gurugram, India Coxwell Full time

    Job Summary: We are seeking a highly motivated and detailoriented Financial Planning and Analysis (FP&A) Analyst to join our Finance team. The FP&A Analyst will play a critical role in financial planning budgeting forecasting variance analysis and financial reporting. This position requires strong analytical skills a thorough understanding of financial...

  • Executive workforce management

    5 months ago

    Gurugram, India Wipro Full time

    Role Purpose Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI. Do BAU reports Release all daily BAU reports after...

  • Analyst – Occupancy Planning and Management

    3 months ago

    Gurugram, India JLL Full time

    JLL empowers you to shape a brighter way . Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where...

  • Data Scientist Ii, Forecasting and Workforce

    4 weeks ago

    Gurugram, Haryana, India Expedia Partner Solutions Full time

    Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. **Why Join Us?** To shape the future of travel, people must come first. Guided...

  • Workforce Staffing Coordinator

    5 months ago

    Gurugram, India ASSPL - Haryana Full time

    ** This role can be based in any of our field buildings in the region - Travel required **At Amazon, we're working to be the most customer centric company on earth. To get there, we need exceptionally talented, bright and self-driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history....

  • IND Analyst I Retirement-Actuarial

    4 months ago

    Gurugram, India Aon Full time

    Analyst I – Retirement Actuarial Aon Role Level - 8 Solution Line- UK Retirement Position type- Full Time  Work Location- Gurugram, Noida Working style- Hybrid Cab Facility- Yes Shift Time – 12:00 pm – 9:00 pm Required education and certifications critical for the role- Graduation or Post Graduation in...

  • IND Analyst I Health

    5 months ago

    Gurugram, India Aon Full time

    Job Title- IND Analyst I Health - Broking Solution Line- Broking Position type- Full Time Work Location- Gurgaon Working style- Hybrid Cab Facility- Yes Shift Time – 12PM to 9PM People Manager role: No Required education and certifications critical for the role- Graduate (Except technical graduates) Required years of experience – 0-1 year of relevant...

  • People Team Analyst

    2 weeks ago

    Gurugram, India UnitedHealth Group Full time

    UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for...

  • IND Analyst II

    4 months ago

    Gurugram, India Aon Full time

    Job Title- IND Analyst I - HCS-Ops Solution Line- HCS‐ Human Capital Solutions Position type- Full Time Work Location- Gurgaon Working style- Hybrid Cab Facility- Yes Shift Time – 12PM to 9PM People Manager role: No Required education and certifications critical for the role- Graduate (Except technical graduates) Required...