Senior Planning Analyst Minutes to Seconds

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Job Description

MinutestoSeconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects. We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions. We would love the opportunity to work with YOU!! Requirements Role and Key Responsibilities: Create Capacity Plans for Enterprise and co-create with partners for their sites Prepare, monitor and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements Oversee the overall Capacity planning for HC Continuously monitor the performance against the plans and refine and redefine assumptions as and when required Modeling FTE requirement for long and Short-term including capacity recommendations to close gaps and optimize resources Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan Maintain Historical Data and trends Review DOW and Intraday Patterns AHT profiling Assumption Management Own HC reconciliation with partner WFM teams. Key Skills and knowledge: Overall experience of 4-6 years and at least 2-3 years in a planning role. Experience in managing a multi-site and multi-vendor environment Strong process and mathematical orientation Experience of data modelling, simulations and scenario planning Experience of stakeholder management and aptitude of planning risk identifications Analytical and good understanding of Contact Centre metrics Strong business acumen Good communicator and a collaborator Strong Communicator and decision maker Hands on Experience on Anaplan will be an added advantage. Strong attention to detail and sense of professionalism and ability to develop relationships,