Tactical Planning Analyst. – Pan India
MumbaiFull Time
REAL TIME ANALYSIS
TACTICAL PLANNING
WORKFORCE MANAGEMENT
Job description
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 goals
Good knowledge of workforce management processes and principles
Strong numerical background
Strong proactive approach to work, with a can-do attitude
Ability to build relationships and networks at all levels
Providing 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 channels
Drive operational activity & performance
Drive Intraday/real-time issue resolution and planning
Identify & escalate issues around shift & schedule adherence
Review, analyse, and report on various elements of planning &
performance
Liaise 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
Tactical Planning Analyst. – Pan India
Banking/ Financial Services
Full Time, Permanent
Key Skills
- REAL TIME ANALYSIS
- TACTICAL PLANNING
- WORKFORCE MANAGEMENT
Other Information
GO/JC/715/2025
Hemalatha
