Workforce Planning Analyst – Lead | E-commerce Product Services

7 - 10 Years
Bengaluru
Not Disclosed by RecruiterOpenings: 1Posted 31 days agoJob Applicants: 472Job Views: 1483

Job Description

The Workforce Analyst will be responsible for managing the day to day staffing needs for all Groupon channels of customer contact entering the contact centers via voice, email and/or chat.
Ensure strategic goals are met through staffing and possibly forecast modeling, collaborative planning, effective communication, while ensuring proper alignment with strategic goals.
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for staffing variance.
Ensures that all reports originating from the department are accurate and reliable.
Helps with the integration and implementation of new call center technologies
Appropriately account for special events, site-wide meetings, and huddles to ensure that impacts to the business are captured, analyzed, minimized, and recommendations on staffing are delivered in a timely manner.
Identifies and researches service level risks for problem resolution and management notification.
Serve as the WFM subject matter expert for other departments / internal customers.
Responsible for updating and maintenance of WFM software. i.e NICE IEX, Aspect, Blue Pumpkin, or Verint.
Maintains a close working relationship with all departmental leadership in developing staffing strategies.
Ensure all exceptions are accounted for based on agent activity for the day such as offline work, lunches, coaching, training etc.
Incorporate contact center data to paint the picture to leadership using contact center call volume, AHT, agent productivity, vacations, attrition and other load impacting factors to Service levels.
Work closely with the Operations Team to ensure respective lines of business are in line with requirements and agent availabilities are conducive to the business needs.
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and employee satisfaction.
Self-education to stay current with new technologies, processes and procedures.
Liaise and co-ordinate with vendors and/or support groups as required, to resolve any technical issues, escalating to Manager if needed
Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365.
Advise management of necessary changes in staffing requirements.
Work closely with leadership to define new analysis/reporting initiatives.

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Operations

Role:Process Flow Analyst

Employment Type:Permanent Job, Full Time

Key Skills

Desired Candidate Profile

Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Should have handled a team size of 2-4 Analysts.
Good communication skills

Company Profile

GROUPON SHARED SERVICES PVT LTD
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We're enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale-it's fundamental to our company's growth and to the well-being of the world at large.
View Contact Details+

Contact Company:GROUPON SHARED SERVICES PVT LTD

Reference Id:WFM Lead

Website:https://www.groupon.com/