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 willberesponsible forgenerating interval demand forecast based on call volumes and average handling time projections.
This position will interact directly with the Customer Careoperations,and vendors.As a Workforce Planning Analyst, you will beworking autonomously in a dynamic and fast-paced environment,demonstratingthe ability to navigate ambiguity with minimal supervision.
Responsibilities:
- Generate demand forecast based on Call volume forecast and average handling call trendsutilizingthe pre-defined guidelines, initiatives, and vendor strategies.
- Review vendor plans for adequate staffing to meet demandforecastand highlight risks and mitigation plans.
- Track budget Vs demand forecast Vs actuals foroptimizingthe processes.
- Manage the WFM outsource vendor performance to ensure performance deliverablesare meetingrequirements.
- Ensure thorough communication and prioritization of business goals daily.
- Hold vendors accountable to key performance indicators which include, but are not limited to SLA,complianceand contractual obligations.
- Develop a deep understanding ofour client'sbusiness and workforce strategies and combine that knowledge with an understanding of industry standards.
- Provide consultative support in partnership with internal departments to drive the decisionsimpactingservice delivery and customer experience.
- Manage thevendorsperformance 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 planningaccuracies.
- Other duties are assigned.
Qualifications:
- Minimum of 3 years of experience in global call center workforce managementfunction.
- 1+ years of experience performing forecasting, scheduling and intra-day staff management functions in a multi-site inbound contact center preferred.
- Strong mathematicalstatistical, analytical andcommunicationand organizational skills.
- Analytical thinking, creative problemsolvingand 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 withAceyus,Avaya CMS or comparable systemsrequired.
Non-technical requirements:
- You have experience working on client-facing roles.
- You are available towork in a hybrid set up fromourBangaloreor Navi Mumbai office from Day 1in aUS shift.
- You havestrong communicationskills.
- You have strong analytical skills.
