Sr.Analyst-WFM

1 week 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 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-

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