Senior Resource Planning & Real-Time Operations Analyst (Us Shift)
RingCentralBengaluru, Republic Of India, IN13 days ago
Job descriptionMonitor real-time data and performance metrics to identify anomalies and operational risks Implement immediate corrective actions to minimize customer impact during service level deviations Provide tactical recommendations for intraday schedule adjustments and resource reallocation Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours Escalate critical issues to management with recommended solutions Utilize data-driven analysis to make recommendations for workforce management strategies Support short-term, medium-term, and long-term forecasting initiatives Develop and maintain forecasting models that account for seasonality, trends, and business drivers Control labor costs while maintaining optimal customer experience standards Support monthly business review planning cycle to continually transform and improve the workforce and operating model Conduct scenario modeling and “what-if” analysis as needed Conduct regular meetings with stakeholders to provide insights and recommendations for decision-making Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses Communicate real-time operational status and recommendations to management and floor supervisors Provide daily, weekly, and monthly reporting on key performance indicators Identify opportunities to enhance forecasting accuracy and scheduling efficiency Develop and implement mitigation strategies when variances in resourcing or workload occur Continuously evaluate and recommend improvements to workforce management tools and processes 5+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environment Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans Experience in workforce planning across 24 / 7 operations Understanding of Contact Center and UCaaS telephony solutions Demonstrated problem-solving, planning, and prioritization skills Strong customer-centric mindset Outstanding communication and stakeholder management skills Ability to work under pressure and make quick decisions in real-time scenarios Highly proficient in MS Office suite, especially Excel and PowerPoint Experience with workforce management systems and real-time monitoring tools Knowledge of workforce management theory, applications, technologies, and KPIs Strong mathematical and statistical analysis capabilities
The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency.
Key Responsibilities
Strategic Planning and Scheduling
- Complete all scheduling requirements including creating and optimizing business rules and policies
- Administer and maintain workforce planning systems and real-time monitoring tools
- Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance
- Incorporate shrinkage forecasting (planned / unplanned) into scheduling models.
- Ensure rostering and scheduling is logistically sound, efficient, and effective across all channels
Real-Time Analytics and Monitoring
Forecasting and Strategic Analysis
Collaboration and Communication
Process Improvement and Innovation
Required Qualifications
Essential Requirements :
Technical Skills :
Create a job alert for this search
Planning Analyst • Bengaluru, Republic Of India, IN
Related jobs
![Senior Analyst - Loans Operations [T500-20586]](https://cdn-logos.talent.com/v1/logo/image?feedcode=jobrapido-pms&company_name=MUFG)
![[3 Days Left] Senior Manager Resource Management & Operations](https://cdn-logos.talent.com/v1/logo/image?feedcode=attb-in&company_name=iQuanti)
- Promoted
Senior Resource Planning & Real-Time Operations Analyst (US Shift)
RingCentralBengaluru, Karnataka, India Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocatio...Show moreLast updated: 13 days ago
- Promoted
Senior Analyst - Loans Operations [T500-20586]
MUFGbangalore, karnataka, in Japan’s premier bank, with a global network spanning in more than 40 markets.Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to busin...Show moreLast updated: 30+ days ago
- Promoted
Resource Planning Senior Manager
iQuantiBengaluru, Republic Of India, IN Job Description – Senior Manager, Resource Management & Operations.Quanti is a data-driven digital marketing and analytics firm delivering transformational growth for Fortune 500 brands.With a glob...Show moreLast updated: 30+ days ago
- Promoted
Senior Manager Resource Management & Operations
iQuantiBengaluru, Karnataka, India Job Description – Senior Manager, Resource Management & Operations.Quanti is a data-driven digital marketing and analytics firm delivering transformational growth for Fortune 500 brands.With a glob...Show moreLast updated: 30+ days ago
- Promoted
The Role : Senior AI & Rapid Development Specialist (f.e. Cursor)
YamathosBangalore Rural, Karnataka, India The Role : Senior AI & Rapid Development Specialist.We’re building a global team of modern developers who use.Cursor, Lovable, Replit, and GitHub Copilot.
You’ll work closely with our consultants in ...Show moreLast updated: 3 days ago
- Promoted
Guidewire Policycenter dveloper
PwC Acceleration Center IndiaBangalore Rural, Karnataka, India Minimum of 4 to 10 years of experience.Role : Policy Center Configuration developer.Willingness to work Second Shift (2 pm IST to 11 pm IST) to support US based clients.
Demonstrates abilities soluti...Show moreLast updated: 24 days ago
- Promoted
Senior Capacity Planning & Analysis Expert
RingCentralBengaluru, Republic Of India, IN Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocatio...Show moreLast updated: 13 days ago
- Promoted
Senior AI & Automation Specialist
YamathosBangalore Rural, Karnataka, India Senior AI & Automation Specialist (N8N etc).Join Yamathos — a fast-moving AI consultancy helping companies automate smarter, not harder.
If you’re passionate about AI, automation, and creative probl...Show moreLast updated: 3 days ago
- Promoted
RMS (Reliability Monitoring System) Technical Expert – OSAT
Tata ElectronicsKolar, Karnataka, India Tata Electronics (a wholly owned subsidiary of Tata Sons Pvt.India’s first AI-enabled state-of-the-art Semiconductor Foundry.
This facility will produce chips for applications such as power manageme...Show moreLast updated: 30+ days ago
- Promoted
Training and Development Specialist
Emmvee GroupBangalore Rural, Karnataka, India Emmvee is an intelligent solar solutions producer born from an idea to implement green energy to better use.Our solar energy products are an amalgamation of cutting-edge technology and smart innova...Show moreLast updated: 20 days ago
- Promoted
Unit-Level Traceability Technical Expert – OSAT
Tata ElectronicsKolar, Karnataka, India Tata Electronics (a wholly owned subsidiary of Tata Sons Pvt.India’s first AI-enabled state-of-the-art Semiconductor Foundry.
This facility will produce chips for applications such as power manageme...Show moreLast updated: 30+ days ago
- Promoted
Forward Deployed Analyst (Ex-IB / PE / HF / Buyside)
Arcanahosur, tamil nadu, in Forward-Deployed Analyst – Portfolio Intelligence.Arcana builds institutional-grade analytics for leading hedge funds and asset managers.
We’re hiring exceptional analysts to partner with portfolio ...Show moreLast updated: 30+ days ago
- Promoted
Operations Associate- US
Amberhosur, tamil nadu, in Operations Associate (US Region).About Amber (https : / / amberstudent.Long-term accommodation booking platform for students (think booking.
Amber helps 80M students worldwide, find and book full-time a...Show moreLast updated: 30+ days ago
- Promoted
[3 Days Left] Senior Manager Resource Management & Operations
iQuantiBengaluru, Karnataka, India Job Description – Senior Manager, Resource Management & Operations Location : Bangalore Reporting to : Vice President – Engagements About iQuanti iQuanti is a data-driven digital marketing and an...Show moreLast updated: 30+ days ago
- Promoted
Senior Revenue Operation Analyst
ConfidentialBengaluru / Bangalore, India Ethos was built to make it faster and easier to get life insurance for the next million families.Our approach blends industry expertise, technology, and the human touch to find you the right policy...Show moreLast updated: 7 days ago
- Promoted
SAP SAC Datasphere
Tata Consultancy ServicesGreater Bengaluru Area, India At least 3 years of experience in SAC, Datasphere development and security implementation.Experience in developing and maintaining SAP Datasphere – Tables, Views, Intelligent Lookup, Data Flow, Tas...Show moreLast updated: 22 days ago
- Promoted
Senior AWS DevOps Engineer (ECS / CI-CD)
graph8hosur, tamil nadu, in Your mission : build and maintain a secure, automated, and observable AWS foundation so engineers can ship faster, safer, and cheaper.
You’ll be the owner of deployment velocity, system uptime, and c...Show moreLast updated: 1 day ago
- Promoted
Solutions Architect (US shift)
IGT Solutionshosur, tamil nadu, in We are seeking an accomplished.The successful candidate will collaborate closely with product managers, owners, and cross-functional teams to ensure scalable, efficient, and future-ready architectu...Show moreLast updated: 14 days ago