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Sr.Analyst-WFM

3 months ago

Mumbai, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com


Job location :Mumbai

Position :Sr. Analyst-WFM (Forecast and Planning)

Division : BPO

Experience :At least 3-4 years of experience in Forecasting & Planning, and resourcing & deployment activities


Key responsibilities include:

● Ownership of the intraday build of schedules based on agreed shift/contract portfolio, along with scheduling of interlocked activities.

● Delivery of tactical intraday forecasts

● Production of week ahead outputs, providing insight and recommendations to support delivery of service levels.

● Release of Overtime, Toil and Annual Leave allocation

● Conduct administration tasks to ensure our platforms and systems are kept up to date, aligning to current organisational design and individual’s attendance patterns.

● To ensure all outputs are delivered on time aligning to the planning cycle

● To ensure that staffing shifts meet required ToD demand arrival patterns, with robust shift alignment in place that secures delivery of of operational SLAs interday

● Build and maintain accurate historical records

● Work collaboratively across the planning community, sharing knowledge and skills to aid the wider peer development of knowledge & best practices

● Build relationships with stakeholders and challenge where appropriate

● Take a proactive approach on all business tasks to support the Management Team

● Support and guide the wider team to ensure core priorities are consistently delivered

● Ensure that all Scheduling processes and models are kept up to date to maintain rigour

● Carry out any other tasks or duties as required by our senior management team

● Build intraday schedules & deviations based on agreed shift contract portfolio along with scheduling of all known activities

● Undertake analysis of operational metrics and performance drivers

● Optimise resource builds to drive most optimal performance prognosis & coverage

● Release of Overtime, Toil and Annual Leave allocation

● Conduct administration tasks to maintain our platforms

● Assess Supply requirements building resourcing plans that support targeted outcomes

● Support production of Planning outputs, including monthly/weekly packs, deviations, EoD/EoW summaries etc

● Undertake skill changes & maintain skill groups

● Update in-day resourcing exceptions ensuring the most contemporary capacity reviews are maintained

● Support the build and take ownership of new planning reporting as required

● Support Planning data & MI production


Education: At least a bachelor’s degree


Contact details

Neelam Sharma

Email- neelam.sharma1@sourcepointmortgage.com