Planning Analyst

Company Description

Eastvantage creates meaningful global work relationships through managed services and outsourcing solutions, driving operational excellence and business growth for partners worldwide. With a team of expert professionals, Eastvantage offers tailored solutions in software development, technology support, customer relationship management, and business support functions. Operating 24/7 in 15 languages, Eastvantage delivers measurable outcomes from its offices in the Philippines, India, Vietnam, Morocco, and Bulgaria. Learn more about how Eastvantage empowers success at eastvantage.com.

Role Description

This is a full-time hybrid role for a Planning Analyst, based in Navi Mumbai or Bangalore. The Planning Analyst or the Capacity Planner will be responsible for generating interval demand forecast based on call volumes and average handling time projections. 

This position will interact directly with the Customer Care operations, and vendors. As a Workforce Planning Analyst, you will be working autonomously in a dynamic and fast-paced environment, demonstrating the ability to navigate ambiguity with minimal supervision. 

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 client’s 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. 
• 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 in a hybrid set up from our Bangalore or Navi Mumbai office from Day 1 in a 

  US shift

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• You have strong communication skills. 
• You have strong analytical skills.