PhonePe - Senior Analyst Planner - Workforce Management

Job Description :

About PhonePe : PhonePe is Indias leading digital payments platform with over 400 million+ registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others. PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally. Culture At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Job Purpose : To manage all Planning & Scheduling processes in support of operations & Vendors to achieve the business objective and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals

Primary Responsibilities :

- Manage Vendors & Operations from Planning & Scheduling perspective.

- Capacity Planning Scheduling Shrinkage & schedule adherence Line Adherence Forecasting Accuracy

- To manage forecasting accuracy To manage Line requirement

- To manage the outcome & efforts on the outliers

- Review weekly intraday & rosters. Review KPIs and Staffing projections for the coming week

- Ensuring all necessary & relevant efficiency parameters are within target.

- Have effective discussions with stakeholders.

- Manage ad-hoc requirements from Ops & other functions.

- Discuss daily / weekly performance with stakeholders.

- ID Management

Knowledge, Skills & Competencies Required :

Functional Skills and Competencies:

- Functional knowledge of various workforce management tools (IEX & Aspect) Overall Understanding of the Workforce Management, along with operational management

- Understands and know the purpose of the role and how it links to the other roles.

- Good knowledge of MS Office

- Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc

- Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Staffing

Requirement :

- Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively.

- Customer Focus (Core) Consistently places high value on customers and all issues and factors that relate to customer experience/ stakeholder expectations and needs.

- Has the ability to have difficult conversations with stakeholders & vendors constructively.

- Consider the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them.

- Communication Skills : Ensures delivery of all promises and commitments made to the stakeholders. Influences stakeholders and team members alike by creating positive relationships with them, to achieve company goals. Ability to translate and summarize analytical data findings into actionable recommendations.

- Interpersonal Skills And Teamwork : To be able to communicate effectively, both verbally and in writing, with stakeholders & Vendors Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda.

Experience required : Minimum 5 years of work experience in Contact Centre Industry. Minimum 3 years of work experience in Scheduling & Planning.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.