Add office photos
All Filters
18 Eastvantage Jobs
Workforce Planning Analyst
2-6 years
Bangalore / Bengaluru
1 vacancy
Workforce Planning Analyst
Eastvantage
posted 1mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
As a Planning Analyst, you will be responsible to:
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 the 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 3 years of experience in global call center workforce management function.
1+ 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 Pumpkin, eWFM, IEX, etc).
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Workforce Planning Analyst roles with real interview advice
People are getting interviews at Eastvantage through
People are getting interviews through
(based on 1 Eastvantage interview)
Job Portal
100%
Low
Confidence
?
Low Confidence means the data is based on a small number of responses received from the candidates.
What people at Eastvantage are saying
What Eastvantage employees are saying about work life
based on 12 employees
Strict timing
Monday to Friday
No travel
Day Shift
Eastvantage Benefits
View more benefits
Compare Eastvantage with
TaskUs
Compare
Acquire BPO
Compare
TELUS International Philippines
Compare
Concentrix Corporation
Compare
Foundever
Compare
Alorica
Compare
Tech Mahindra
Compare
Wipro
Compare
HCLTech
Compare
TCS
Compare
Accenture
Compare
Cognizant
Compare
Capgemini
Compare
HDFC Bank
Compare
ICICI Bank
Compare
Infosys
Compare
Genpact
Compare
Teleperformance
Compare
Axis Bank
Compare
Amazon
Compare
Similar Jobs for you
Share an Interview