Workforce Manager

1 month ago

Bengaluru, Karnataka, India Rockstar Full time

At Rockstar Games, we create world-class entertainment experiences.

A career at Rockstar Games is about being part of a team working on some of the most creatively rewarding and ambitious projects to be found in any entertainment medium. You would be welcomed to a dedicated and inclusive environment where you can learn and collaborate with some of the most talented people in the industry.

Rockstar Games is seeking a Workforce Management professional to join the Customer Experience department at our Bangalore offices. The Rockstar Customer Experience team manages our global support teams, systems, and projects in order to ensure our players receive Rockstar-level support. The ideal candidate is a seasoned contact center leadership professional who possesses a solid understanding of WFM fundamentals with proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment.

WHAT WE DO

  • Rockstar Games Customer Experience and Support is a team that focuses on enhancing the relationship between our games and our players with a goal of delivering a world-class experience.
  • We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight to our product development staff on player reported problems to assist in project prioritization.
  • We manage global support operations across multiple languages, channels and locations.
  • We work with internal and external partners to drive product and service improvements across all of our games and services.

RESPONSIBILITIES

  • Ensure effective, high-quality staffing plans, reporting and insights are delivered across the organization to business partners under the direction of and in conjunction with the Business Insights Director.
  • Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
  • Develop forecasts for contact volumes.
  • Create optimal capacity plan for the business by effectively managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
  • Manage day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism.
  • Define & develop tools & solutions for delivery of WFM Disciplines - Forecasting, Capacity Planning, Scheduling.
  • Assist the larger Business Insights and CX teams with additional reporting/analysis needs.
  • Communicate effectively with senior management and leaders across the organization to determine priorities and direction.

QUALIFICATIONS

  • Graduate in any discipline.

SKILLS

  • Solid data mining skills, and experience working with Production Environment Metrics such as Forecasting, AHT, Shrinkage, Overtime and FTE.
  • 6 years of experience in WFM / Scheduling in a customer experience environment.
  • Scheduling flexibility / flexibility with working in EST time-zone.
  • Experience working in Capacity Planning / Resource Planning.
  • Strong analytical and problem-solving skills, an ability to present forecast plans in a clear and compelling manner.
  • Ability to develop professional partnerships with extended teams at vendor locations.
  • Ability to effectively communicate with senior management.
  • Preference towards working iteratively and responding to changing requirements and evolving stakeholder visions.
  • Proficient with MS Word, Excel, Visio, and PowerPoint.

PLUSES

  • Proven experience in change management and overall Operational Excellence preferred (LEAN or Six Sigma certification).
  • Bachelor's degree or equivalent.
  • Working knowledge or experience with Tableau and/or Zendesk.
  • Knowledge of VBA, Data Warehouse and business intelligence systems.
  • Knowledge of WFM Tools like Tymeshift, Calabrio, Oracle WM, Verint, BlueYonder etc.
  • Experience in the video game industry or a SaaS environment.
  • Avid gamer with a passion for Rockstar Games titles.

HOW TO APPLY

Please apply with a resume and cover-letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.

If you've got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, or race.

#workforce #workforceAnalyst #shorttermforecasting #longtermforecasting #scheduling #forecasting #customerexperience #MISreporting #MISreport #AdvancedExcel #capacityplanning

  • Senior Manager

    16 minutes ago

    Bengaluru, Karnataka, India Siemens Full time

    Job Family: People & OrganizationReq ID: 416580Hello VisionaryWe empower our people to stay resilient and relevant in a constantly changing world. We're looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you'd make a great...

  • Territory Business Manager

    2 weeks ago

    Bengaluru, Karnataka, India Abbott Full time

    MAIN PURPOSE OF ROLESummarize the main purpose of the role.Conduct market research and feasibility studies to analyze the viability of alternative business development opportunities.MAIN RESPONSIBILITIES•Collect, compile, verify, and analyze financial, competitive, sales, marketing, and other information about potential business partners, new markets,...

  • Application Manager

    2 weeks ago

    Bengaluru, Karnataka, India Danaher Full time

    #LI-VK1Be part of something altogether life-changingWorking at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.At Cytiva you will be able...

  • Key Account Manager

    4 weeks ago

    Bengaluru, Karnataka, India Danaher Corporation Full time

    Wondering what's within Beckman Coulter Diagnostics? Take a closer look.At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds,...

  • Payroll & Time Manager

    4 weeks ago

    Bengaluru, Karnataka, India GE Aerospace Full time

    Job Description SummaryIn this role, you will be responsible for leading the compliant payroll delivery for GE Aerospace, focusing on; compliance, customer experience/ satisfaction, vendor engagement, issue resolution and process standardization. This role will also develop solid relationships with key stakeholders to maintain operational performance through...

  • Inside Sales Internship

    4 weeks ago

    Bengaluru, Karnataka, India I Learn Future Full time

    About the internship:Selected intern's day-to-day responsibilities include: 1. Conduct market research to identify potential leads and prospects.2. Assist in creating and maintaining a database of potential customers. 3. Out bound calling for the generated leads and informing them about our organization > Only those candidates can apply who: 1. are...

  • APAC Actuarial

    1 month ago

    Bengaluru, Karnataka, India Aon Corporation Full time

    APAC Actuarial Associate Director - (GI - P&C)ARL- 5Position type- Full Time Work Location- BangaloreWorking style- HybridRequired education and certifications critical for the role- Graduate, numerate degree preferred such as Mathematics / Statistics / Economics Fully qualified or should have cleared atleast 11 actuarial exams as per new curriculum...

  • Beverage Manager

    1 week ago

    Bengaluru, Karnataka, India Marriott International Full time

    Job Number Job Category Food and Beverage & CulinaryLocation Courtyard Bengaluru Hebbal, No 2/55 Outer Ring Road, Nagavara, Bengaluru, Karnataka, India VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYResponsible for bar/lounge daily shift operations and supervision of staff. Position assists with promoting the...

  • Data Manager I

    2 weeks ago

    Bengaluru, Karnataka, India Labcorp Full time

    Engage client data management during start up. Create protocol folder(s) for study documentation. Add entries into individual protocol spreadsheet. Review Statement of Work (SOW) for study scope. Ensure start-up packet delivery to clients. Contact clients for initial study discussion and determine authors of Data Transfer Specifications (DTS). Provide...

  • Head - Human Resources - FMCG (10-18 yrs)

    4 weeks ago

    Bengaluru, Karnataka, India iimjobs Full time

    Scrabble has been mandated to hire a Head HR for a fast-growing FMCG organization based in hashtag Bangalore.Key requirements: Create and execute HR strategies that align with the company's overall objectives and growth plans. Formulate workforce planning, talent acquisition, and retention strategies for both the plant and corporate office. Foster and...

  • Human Resources

    2 weeks ago

    Bengaluru, Karnataka, India Let's Set Destinations Full time

    About the internship:Selected intern's day-to-day responsibilities include:1. Manage the full-cycle recruiting process for candidates, ensuring a smooth and positive candidate2. Develop, Implement, and execute hiring strategies for multiple requisitions3. Source candidates & build a strong network of candidates through expert use of online sourcing...

  • Assistant Manager

    2 weeks ago

    Bengaluru, Karnataka, India Marriott International Full time

    Job Number Job Category Finance & AccountingLocation Courtyard Bengaluru Hebbal, No 2/55 Outer Ring Road, Nagavara, Bengaluru, Karnataka, India VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARY Supports the day-to-day execution of general ledger impacted processes, including support to clients as they work with...

  • Customer Marketing Manager

    1 day ago

    Bengaluru, Karnataka, India Labcorp Full time

    Overview:The Customer Marketing team develops Marketing strategies and drives campaigns across the buyer's journey with the key objective of increasing awareness, strengthening differentiation and driving demand for Labcorp's full portfolio of products and services. Labcorp is seeking a Customer Marketing Manager for Speciality Medicine business within the...

  • IND Analyst II

    17 minutes ago

    Bengaluru, Karnataka, India Aon Corporation Full time

    Job Title- IND Analyst II - ActuarialPosition type- Full Time Work Location- Bangalore, WhitefieldWorking style- In Office Cab Facility- YesShift Time -12.30 p.m. to 9.30 p.m.People Manager role: NoRequired education and certifications critical for the role- Any Graduate or Post-Graduate (full time)Required years of experience -1-3 years of relevant...

  • Cluster Finance Manager

    2 weeks ago

    Bengaluru, Karnataka, India Marriott International Full time

    Job Number Job Category Finance & AccountingLocation Courtyard Bengaluru Outer Ring Road, Outer Ring Road, Bengaluru, Karnataka, India VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARY Supports the day-to-day execution of general ledger impacted processes, including support to clients as they work with and...

  • Marketing Internship

    2 weeks ago

    Bengaluru, Karnataka, India Let's Set Destinations Full time

    About the internship:Selected intern's day-to-day responsibilities include:1. Familiarising yourself with all products and services offered by our company2. Procuring new clients through direct contact, word-of-mouth, and collaboration with the marketing department3. Attending networking activities to research and connect with prospective clients4....

  • Global Delivery, India Head of Business Risk Management

    4 days ago

    Bengaluru, Karnataka, India State Street Full time

    Who we are looking forGlobal Delivery is a crucial component of State Street's business operations. With a workforce of about 30,000 spread across various locations worldwide, including key hubs in EMEA, APAC, and North America, as well as global hubs in China, Poland, and India.Functionally, we serve as the backbone and nerve center supporting the...

  • Japanese Consultant

    4 weeks ago

    Bengaluru, Karnataka, India Adobe Full time

    JOB LEVELN/AEMPLOYEE ROLEIndividual Contributor​The Opportunity SheSparks - Adobe's Women Returnee Internship program is an initiative of Adobe to help women employees who are on a break for personal reasons and want to join the workforce.The program will help launch you back to your professional aspirations. This is a 6-month internship for experienced...

  • Data Entry Internship

    1 month ago

    Bengaluru, Karnataka, India Guardhat Full time

    About the internship:Selected intern's day-to-day responsibilities include: 1. Do product configuration on the application2. Do data extraction from web in Excel sheets > Only those candidates can apply who: 1. are available for full time (in-office) internship 2. can start the internship between 11th Apr'24 and 16th May'24 3. are available for...

  • Senior IT Business Analyst

    1 week ago

    Bengaluru, Karnataka, India Danaher Corporation Full time

    Be part of something altogether life-changingWorking at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.At...