Lead Analyst, WFM

4 weeks ago

Hyderabad, India Ascensus Full time

Role and Key Responsibilites

  • Create Capacity Plans for Enterprise and co-create with partners for their sites
  •  Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
  • Oversee the overall Capacity planning for HC
  • Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
  • Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
  • Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
  • Maintain Historical Data and trends
  • Review DOW and Intraday Patterns
  • AHT profiling
  • Assumption Management
  • Own HC reconciliation with partner WFM teams.

Key Skills & Knowledge

  • Overall experience of 8-10 years and at least 5-7 years in a planning role.
  • IEX – WFM Experience and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
  • Experience in managing multi-site and multi-vendor environment
  •  Strong process and mathematical orientation
  • Experience of data modelling, simulations and scenario planning
  • Experience of stakeholder management and aptitude of planning risk identifications
  • Analytical and good understanding of Contact Centre metrics
  • Strong business acumen
  • Should be a good communicator and a collaborator
  • Strong Communicator and decision maker
  • Hands on Experience on Anaplan will be an added advantage.
  • Strong attention to detail and sense of professionalism and ability to develop relationships

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

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