Workforce Planning Analyst

3 weeks ago

Bengaluru, India Eastvantage 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 willbe responsible for creating accurate demand forecasts based on call volumes andhandling time projections. You will play a key role in managing workforceoperations, working closely with vendors and internal teams to ensure optimalstaffing and service delivery. This role requires strong analytical skills,autonomy, and the ability to thrive in a fast-paced environment.


 Key Responsibilities:

- Forecasting & Planning: Generate accurate demandforecasts based on call volumes and handle time trends.

- Vendor Management: Review vendor staffing plans, identifyrisks, and develop mitigation strategies.

- Performance Monitoring: Track and analyze vendorperformance to ensure compliance with SLAs and contractual obligations.

- Data-Driven Decisions: Use data analysis to optimize WFMprocesses, including budget tracking and performance metrics.

- Collaborate Cross-Functionally: Partner with internalteams to ensure business goals are met and service delivery is optimized.

- Problem-Solving: Conduct variance analysis for contactcenter metrics to identify and solve issues proactively.


 Qualifications:

- Experience: Minimum 3 years in a workforce managementfunction in a global call center.

- Technical Skills: Advanced Excel skills and experiencewith WFM software (e.g., Blue Pumpkin, eWFM, IEX) and contact center systems(Aceyus, Avaya CMS).

- Education: College degree or equivalent work experiencerequired.

- Analytical Skills: Strong mathematical, statistical, andproblem-solving abilities.

- Communication: Excellent verbal and written communicationskills for client-facing and cross-functional roles.

 

 Why Join Us?

- Be a part of a dynamic, global team working with a Fortune500 client.

- Grow your career in a data-driven, fast-paced environment.

- Competitive compensation and benefits package.

- Opportunity to make a meaningful impact on servicedelivery and customer experience.


Apply Now and be a part of a high-impact team 

Submit your resume and cover letter to recruitment@eastvantage.com and become part of growing organization. 


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