Tactical Planning Manager - Pan India
MumbaiFull Time
ASPECT
CMS
PLANNING
REAL TIME ANALYSIS
Job description
Role : Tactical Planning
Manager
Location: Pan India
Candidate
Expectations & Responsibilities :
Candidate
should have 8-10 years of relevant experience.
To lead and develop a team of tactical
planning specialists, producing exceptional levels of resource optimization and
workload management
.Complete regular performance and
wellbeing reviews with individual team members, also implementing training
& development plans.
Create succession plans for continued
development and tenure across the wider planning team.
Chair meetings, ensuring high quality of
content, control, and output.
Ensure that governance and rigour are
applied throughout all planning processes.
Strive to achieve service level goals,
deploying course-direct actions where appropriate, and working to continuously
highlight & minimize risk.
Work with and influence both internal and
external senior stakeholders.
Work in partnership with the wider
planning & support teams, including off-shore, to provide a comprehensive
service to the business & client.
Drive operational performance &
efficiency
Drive Intraday/real-time issue resolution
and planning
Identify & react to opportunities for
continuous improvement
Review, analyse, and present on various
elements of planning & performance
Manage the approach to agent activity
& adherence via use of relevant systems, facilitating productivity
improvements and service level attainment.
Where required, act as a support mechanism
and link in with offshore teams and peers in order to deliver a collective
& comprehensive planning approach.
Manage workload across all relevant
channels, in line with intraday plans, striving for optimal performance on each
line of business as well as collectively.
Take the lead to ensure the action of
changes in real-time in order to deliver optimal performance outputs. Deliver
impact assessments and production of intraday performance scenarios as a result
of exceptional non BAU type events.
Create, develop, and deliver analysis to a
wide range of stakeholders, ensuring high levels of communication &
interaction.
Ensure findings from real time analysis
are fed through to the end to end planning process. Develop skills and
expand knowledge across the wider planning team activities in support of this.
Challenge and improve ways of working in
order to drive efficiency, resulting in cost savings through reduction in FTE.
Highlight non value-add activities that
are undertaken in the Contact Centre and then work with key stakeholders to
reduce and eliminate these tasks.
Skills Required
Tactical Planning Manager - Pan India
ITES/BPO/KPO
B Com
Full Time, Permanent
Key Skills
- ASPECT
- CMS
- PLANNING
- REAL TIME ANALYSIS
Other Information
GO/JC/714/2025
Marilakshmi S
