Workforce Planning Analyst

Kaplan Inc

Bangalore, KA, India
Not specified; not specified; comprehensive total ...
Hybrid
Real time analyst or wfm role experience
Genesys workforce management application
Acd queue routing and skilling knowledge
The role involves analyzing call center volume and patterns to optimize staffing levels and ensure customer satisfaction

Job Summary

  • The role involves analyzing call center volume and patterns to optimize staffing levels and ensure customer satisfaction.
  • Kaplan offers a comprehensive total rewards package including hybrid work models, voluntary provident fund, and tuition assistance.
  • Candidates will serve as internal consultants to senior leaders on workforce planning issues and manage the Genesys WFM application.

Matching Summary

The role involves analyzing call center volume and patterns to optimize staffing levels and ensure customer satisfaction.

Salary

Not specified; Not specified; Comprehensive total rewards package includes VPF, health benefits, and PTO

Skills & Requirements

Must-have

  • Real Time Analyst or WFM role experience
  • Genesys Workforce Management application
  • ACD Queue Routing and Skilling knowledge
  • Call center volume forecasting skills
  • Schedule adherence management

Nice-to-have

  • Continuous improvement mindset
  • Strategic workforce planning collaboration
  • Data-driven decision making abilities
  • Proactive training and meeting scheduling

Key Requirements

  • Bachelors Degree required
  • 2+ years experience as Real Time Analyst or WFM
  • Prior experience with ACD Queue Routing and Scheduling

Work Rights

Not specified

Tailored Resume

Cover Letter