Workforce Planning Analyst (Hybrid)

Analyzes call center volume, productivity, and patterns to optimize staffing levels. Schedules call center employees to ensure customer satisfaction.

Primary Responsibilities

• Collaborate with contact center leadership to develop a workforce strategy, as well as supply/demand modeling

• Serves as an internal consultant to senior leaders on workforce planning issues and determines what data is useful to the stakeholders by developing metrics and designing/implementing applicable management reports

• Responsible for the management of the Genesys Workforce Management application as it applies to contact center operations

• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime along with reporting employee performance including schedule adherence

• Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff, based on historical and anticipated volume (short-term, medium-term and long-term strategy)

• Maintain current and accurate agent skill set inventory and schedule recruiting / training departments involvement as required

• Work with leadership to meet the operational and strategic needs of the business

• Acts as an advisor on potential opportunities or hazards that affect the ability to meet goals

• Reporting and analysis required to manage these processes efficiently

• Performs other duties and assignments as directed

• Identifies best practice, processes and systems and drives a continuous improvement environment.

• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.

• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.

• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Hybrid Schedule: 3 days remote / 2 days in office

• 30-day notification period preferred

Minimum Qualifications

• Bachelors Degree

• 2+ years experience as a Real Time Analyst (RTA) or WFM role

• Prior experience with ACD Queue Routing, Skilling, and Scheduling

Beyond base salary, our comprehensive total rewards package includes:

Hybrid work model provides a flexible work/life balance
Voluntary Provident Fund is an additional voluntary contribution scheme associated with the statutory Employee Provident Fund (EPF)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Comprehensive health benefits new hire eligibility starts on day 1 of employment
Generous Paid Time Off includes National holidays(10), Earned leaves(15), sick leave(12), plus one (1) volunteer day to participate and give back to our local communities
Gratuity is applicable upon completion of 5 years as per the Gratuity Act

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.
 

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data.
 

Kaplan is a drug-free workplace and complies with applicable laws.