WFM - Analyst

2 weeks ago


Pune, India Trigent Software Private Limited Full time

Role: WFM - Analyst Job purpose: To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy. Key areas of responsibility: Forecasting and capacity modeling Analysis of historic trends to predict future volumes Create capacity plan and review the same on an agreed frequency i.e. Actual v/s projected capacity Ensures that all reports originating from the team are accurate, relevant and reliable Complete root cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness Resource Management including accurately tracking all/any movement of headcount (attrition, new recruits) Ensuring that all headcount databases are accurate and aligned Work closely with the operations team to analyze and help improve their delivery processes Assist with projects and other duties as requested or assigned Qualification: A graduate Experience Required: Min 2 yrs experience in WFM team with experience in trend analysis Spread sheets with formula application and/or database software (Excel, Access) Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software preferred though not mandatory. Advanced MS Office Soft skills / Competencies: Ability to take initiative Flexible team player with a positive attitude Must have good time management with the ability to work with minimal supervision and under tight timelines Capable of managing multiple, simultaneous projects Must be friendly and professional with a positive attitude Organized with the ability to quickly and effectively adapt to change Able to communicate professionally - oral and written Problem solving skills Working days Monday to Friday


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