Tactical Planning Analyst

Job Responsibilities :

• Candidates with 3-5 years of experience
• Great technical ability, particular with WFM systems (e.g. Aspect CMS) , RTA and MS Excel Adaptability of approach flexibility with a desire to achieve goals
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Strong proactive approach to work, with a can-do attitude
• Ability to build relationships and networks at all levels
• Providing excellent service with a key focus on doing the right thing for each customer deliver solutions that meet their individual needs.
• Effective management of work queues, across all customer channels
• Drive operational activity performance
• Drive Intraday/real-time issue resolution and planning
• Identify escalate issues around shift schedule adherence
• Review, analyse, and report on various elements of planning performance
• Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective comprehensive planning approach.
• Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Provide performance updates and commentary to stakeholders throughout the working day and week. Complete ad-hoc staffing scheduling amendments.
• Action authorized off the phone activity, shift changes, break lunch amendments etc.
• Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
• Complete on-day short-term reforecasts for all channels including full schedule optimization.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication interaction.
• Ensure findings from real time analysis are fed through to the end to end planning process. Develop skills and expand knowledge across the wider planning team activities in support of this.
• Challenge and improve ways of working, highlighting non-value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Attend contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.

Contact Person: Hemalatha

Email: hemalatha@gojobs.biz