Share this Job

Tactical Planning Analyst

Date:  Jun 26, 2022

Tunis, TN, 1053

Company:  Vista

Job Description


Position Title: Tactical Planning Analyst, CARE WFM                               


Job Purpose


The Tactical Planning Analyst is responsible for ensuring the accurate execution of the staffing and performance management plans in order to meet business objectives. This includes the planning and real time tracking of shrinkage activities and creation of tactical plans to manage any potential impact to performance. The analyst will also be responsible for provide analysis on KPI drivers.


Key Responsibilities


  • Create plans in line with short-term forecasts to manage intra-day and intra-week performance.
  • Track adherence to outlined plans to ensure performance expectations are met.
  • Plan and track shrinkage for vacation, meeting, and training requests that fall outside of the schedule lock.
  • Produce daily and weekly performance reports summarizing challenges and actions taken to mitigate.
  • Participate in daily tactical meetings with Ops to set performance expectations and outline actions needed to achieve service goals.
  • Conduct and deliver root cause analysis on servicing or productivity issues and make recommendations to Ops.
  • Engage and maintain relationships with key stakeholders across the business, making recommendations where necessary.
  • Maintain plans and actions to mitigate the effect of system outages affecting the centers.
  • Support intra-day performance management where necessary.


Qualification & Experience


  • Bachelor’s degree preferred and/ or 2 years of relevant work experience.
  • Knowledge of Workforce Management methodologies and tools.
  • Strong skills in the following software programs: MS Excel (Pivot, Power BI, VBA), SQL, Word and PowerPoint
  • Strong analytical skills with a logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage
  • Excellent written and verbal communication skills in English language, calm and methodical approach, active listening skills, responds with appropriate feedback and in a timely manner
  • Ability to work under pressure and deal with demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workload

Job Segment: Strategic Planning, SQL, Database, Performance Management, Strategy, Technology, Human Resources, Customer Service