WFM Planning Analyst

🌟 We're Hiring : WFH Planning Analyst! 🌟

Eastvantage is hiring for skilled WFM Planning Analysts. As a Planning Analyst, you 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.

📍 Location : BGC Taguig

⏰ Work Mode : Work From Office

💼 Role : WFM Planning Analyst

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 clients 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 :

Non-technical requirements :

Ready to make an impact? 🚀 Apply now and let's grow together!