Tactical Planning Analyst. � Pan India - GO/JC/715/2025

Job Title � Tactical Planning Analyst. � Pan India

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 goalsGood knowledge of workforce management processes and principlesStrong numerical backgroundStrong proactive approach to work, with a can-do attitudeAbility to build relationships and networks at all levelsProviding 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 channelsDrive operational activity & performanceDrive Intraday/real-time issue resolution and planningIdentify & escalate issues around shift & schedule adherenceReview, analyse, and report on various elements of planning & performanceLiaise 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.

Skills Required

RoleTactical Planning Analyst. � Pan IndiaIndustry TypeBanking/ Financial ServicesFunctional AreaRequired EducationEmployment TypeFull Time, PermanentKey Skills

• REAL TIME ANALYSIS
• TACTICAL PLANNING
• WORKFORCE MANAGEMENT
  

Other Information
Job CodeGO/JC/715/2025Recruiter NameHemalatha