Workforce Planning yst - CRM Telecom Industry
Workforce Planning yst - CRM Telecom Industry
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Job Description
Location: Bangalore India (Night Shift)
Department: CRM Telecom and Networking
Client: USbased Fortune 500 Telecommunications Company
About the Role:
As a Workforce Management Planning Analyst you will be responsible for creating accurate demand forecasts based on call volumes and handling time projections. You will play a key role in managing workforce operations working closely with vendors and internal teams to ensure optimal staffing and service delivery. This role requires strong analytical skills autonomy and the ability to thrive in a fastpaced environment.
Key Responsibilities:
Forecasting & Planning: Generate accurate demand forecasts based on call volumes and handle time trends.
Vendor Management: Review vendor staffing plans identify risks and develop mitigation strategies.
Performance Monitoring: Track and analyze vendor performance to ensure compliance with SLAs and contractual obligations.
DataDriven Decisions: Use data analysis to optimize WFM processes including budget tracking and performance metrics.
Collaborate CrossFunctionally: Partner with internal teams to ensure business goals are met and service delivery is optimized.
ProblemSolving: Conduct variance analysis for contact center metrics to identify and solve issues proactively.
Qualifications:
Experience: Minimum 3 years in a workforce management function in a global call center.
Technical Skills: Advanced Excel skills and experience with WFM software (e.g. Blue Pumpkin eWFM IEX) and contact center systems (Aceyus Avaya CMS).
Education: College degree or equivalent work experience required.
Analytical Skills: Strong mathematical statistical and problemsolving abilities.
Communication: Excellent verbal and written communication skills for clientfacing and crossfunctional roles.
Why Join Us
Be a part of a dynamic global team working with a Fortune 500 client.
Grow your career in a datadriven fastpaced environment.
Competitive compensation and benefits package.
Opportunity to make a meaningful impact on service delivery and customer experience.
Apply Now and be a part of a highimpact team!
Submit your resume and cover letter to and become part of growing organization.
Remote Work :
No
Employment Type
Full Time
