Workforce Planning Analyst

Workforce Planning Analyst responsible for analyzing call center volume, productivity, and patterns to optimize staffing levels. Collaborates with contact center leadership to develop workforce strategy, manages Genesys Workforce Management application, and performs other duties.

Location: India

Responsibilities

• Analyze call center volume, productivity, and patterns to optimize staffing levels
• Collaborate with contact center leadership to develop workforce strategy
• Manage Genesys Workforce Management application
• Perform other duties

Requirements

• Bachelors Degree
• 2+ years experience as a Real Time Analyst (RTA) or WFM role
• Prior experience with ACD Queue Routing, Skilling, and Scheduling

Benefits

• Hybrid work model
• Voluntary Provident Fund
• Gift of Knowledge Program
• Comprehensive health benefits
• Generous Paid Time Off
• Gratuity

Additional Information

• Originally posted on Himalayas