Workforce Planning Analyst

Workforce Planning Analyst (Hybrid)

Job Title 

Workforce Planning Analyst (Hybrid)

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

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.

Location

Bangalore, KA, India

Additional Locations 

Employee Type

Employee

Job Functional Area 

Contact/Call Center Ops

Business Unit

00091 Kaplan Higher ED

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

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

Experience Level

Mid Level