Job Description

 End to End responsibility of Client and Internal Reporting, resource management,
from forecasting, capacity planning, to scheduling.

 Responsible for delivering against client SOWs and SLAs – Must have in depth knowledge of call center and back office operations and metrics like Grade of Service to FTE requirement ratios, productivity and utilization drivers, different billing environments etc. Providing Root Cause Analysis for SL deviations.

 Efficient Utilization plans for both voice and data projects through efficient scheduling and cross utilization.

 Support to Project DPE/PEs for data analysis and improvement projects.

 Supporting the DPE on HC productivity improvement and cost reduction projects.

 Supporting Project Managers in identification, measurement internal reporting of KPIs.

 Lead WFM team to improve on forecast accuracy, scheduling flexibility.

 Understanding the Information Management system in place and providing better solutions for effective analysis and reporting which is specific to every project.

 Known statistic skills and knowledge on how to forecast accurately

 Has the tools skills and knowledge like IEX and Genesys

 Leading automation projects to reduce reporting and data consolidation workload.

 Proper Documentation of all WFM processes/ Reports for 100% Audit compliance. Ensuring appropriate access controls and security checks needed for safe guarding the confidential data handled by the WFM

 Working under tight deadlines with minimal supervision

 Leadership to monitor and support cross site’s WFM work in the field of forecasting, capacity planning, and scheduling.

 Responsible to timely action on Client’s request related to WFM Part

Job Requirements

 3+years’ experience as a Data analysis/ /Capacity Planning/Reporting

 Extensive knowledge/experience in Forecasting, Capacity Planning and Scheduling process

 Demonstrated leadership, managerial and project management ability

 Ability to understand the service, quality, cost, and end-user/client satisfaction implications of operational decisions

 Excellent Knowledge of MS Excel, PowerPoint, Access etc.

 Excellent English communication skills

 Advanced business analyst skills

 Some knowledge in programming VBA, Power BI, GEN AI preferred.