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Lead Analyst, WFM
3 months ago
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. – 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