Workforce Management Analyst

Skills:
Capacity Planning, Forecasting, Advance Excel, Visual Basic For Applications (VBA),

Job Description

Designation: Lead WFM

Process: US Healthcare

Shift Timings: UK Shift (2:00 PM To 11:30 PM)

Working Days: 5 Days working (Saturday & Sunday weekly off)

Work Location: Gandhinagar, Gujarat

Roles And Responsibilities

Using industry standard forecasting methodologies and tools to produce long and short-range forecasts across multiple teams for multiple LOBs.

Partnering with business stakeholders to understand headcount plans and incorporate into capacity planning outlook to provide a clear view of anticipated business performance and highlight areas where action is required to balance supply and demand.

Maintaining strong stakeholder relationships with business leadership and supporting them with ad hoc insight and analysis related to the forecasting and planning outlook.

Owning and delivering on ad hoc project activity to support the continuous improvement of the Forecasting and Planning service delivery.

Self-identifying opportunities to drive improvements in the Forecasting & Planning processes.

Taking accountability within role for best practice and intelligence sharing across the global Forecasting and Planning / Workforce Management community.

Providing support to Operations Leaders in clearly interpreting the output of the Forecasting and Planning process to ensure that the implications and required decisions are clearly understood.

Assessing impacts of Force Majeure events on business activity (e.g. inclement weather, strike, abnormal events) that may have direct impact on the business and plan for resource requirements along with mitigating impacts to the data from future plans.

Required Skills

Ability to produce accurate forecasts at the long term and interval level using industry standard forecast methodologies.

Strong understanding of multi-channel contact center planning principles and operations management (KPI, BPO etc.).

Knowledge and working experience of call center infrastructure systems and their design, processes, and functionalities.

Very strong skills in using Microsoft Excel are essential. Access and VBA skills would be an advantage.

Very strong analytical abilities, including the ability to distil key insights from complex data sets.

Ability to present plans and insight to senior management, and successfully manage queries and challenges.

Excellent attention to detail and the ability to manage many streams of information flow from across the business and ensure nothing is missed when incorporating into the forecast outlook.

Ability to prioritize and manage workload in a fast-paced environment with multiple competing demands.

Competency

Good spoken and written communication skills and Should be actively working on Forecasting and Planning and carry minimum 4 Years of hands-on experience in this field.

Prior relevant experience of working in a BPO is Mandatory.

Good knowledge of knowledge in the following computer programs: Microsoft Word, Excel, and PowerPoint

Previous forecasting experience is desired, ideally in a multi-site / multi-territory environment.

Proven ability to work in a highly complex, challenging and constantly evolving environment.