Workforce Professional

2 weeks ago

Gurugram Haryana, India BT Group Full time

Workforce Professional

**Job Req ID**:31681**Posting Date**:17 Apr 2024**Function**:Corporate Functions**Unit**:Finance, Strategy & Business Services**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:Competitive**What I'll be doing - your accountabilities**
- Drive efficient capacity planning & scheduling, define and governs process to build weekly/monthly/quarterly staffing plans and ensures deliverables are met to CFU partner/stakeholder satisfactions & FTEs are available when required to manage the end customer delivering good customer experience.
- Responsible to partner with Scheduling team at CLF level to deliver best fit staffing, hours and volume forecasts at a daily, weekly, monthly basis for multi-site operation for Voice, Chat Back Office and Blended Businesses.
- Work with Planning Managers, Operations & Partner Managers to ensure right capacity projections & maintain SLAs. Co-ordinate between the Operations team, Hiring, Training, Resource & Demand teams for pipeline
- Responsible for maintaining desired staffing and driving the required productive hours delivery by Operations. Prepare mitigation plans, optimisation of advisor schedules, staffing to ensure maximum capacity.
- Defines and governs process to track and report performance and prouctive hours on interval/ daily/weekly/monthly basis and provide real time insight to operations
- Owns stakeholder relationship - operations, CFU’s and partner’s across CSS towers & planning teams through daily/weekly/monthly connects
- Manage business activities such as root cause analysis, Risk management and new program/tool launches by working with CFU Partners, operations and other functions
- Tracks and highlight risks / issues as per escalation matrix, support Service Level recovery, notify any major issues to partners and operations at right time

**Skills required for the job**

**Stakeholder**
- Ability to engage, guide, challenge, and influence CSS/CFU stakeholders wherever appropriate
- Decision making in according to established solutions

**Workforce management**
- Significant experience & detailed understanding of WFM principals, planning, scheduling & forecasting process
- Full understanding of workforce tools (IEX) & able to guide stakeholders on best fit scheduling approach
- Full understanding of business challenges arising out of workforce related situations & behaviours, ability to analyze & recommend solutions

**Analytics/Reporting**
- Analytical mindset
- Ability to produce analysis with different data sets
- Ability to identify insights from monthly/weekly reports
- Effective presentation and facilitation skills

**Transformation**
- Continuous Improvement mind-set
- Implementing best practice WFM processes and tool-sets

**Leadership**
- Able to communicate effectively across levels
- Comfortable working in a matrix management
- Leads and drives delivery, projects to reflect results
- Able to challenge status quo

**Experience you would be expected to have**
- 7-8 years of Experience of working in Workforce Management, should have experience in capacity planning, scheduling (tool based), forecasting and analytics
- Should have sound knowledge & experience or working in IEX (Admin level is preferred)
- Excellent analytical and mathematical skills
- Experience of managing senior stakeholders
- Experience of successfully supporting deployment of new processes/tools
- Full understanding of best practice WFM and the BT Way and BT standards for Governance, Templates and Deliverables
- Knowledge of our GBS functions

**Compliance and Confidentiality**:Maintain strict confidentiality and data privacy standards to safeguard employee data and sensitive HR information.**Why this job matters**
The Service Governance & Insights Team Lead coordinates the delivery of service governance and insights operations across the service organisation, ensuring policies and standards are visible and achieved as well as drives efforts to enable the service platform's ability to innovate.

**What you’ll be doing**
1. Coordinates teams in the utilisation of frameworks that share leading practices on team model designs, tools, and governance.
2. Contributes to the design of customer support and governance models.
3. Participates in customer discussions, supporting the identification of operational priorities and impacts that support alignment to strategic decisions.
4. Supports the team's efforts around automation, tooling and monitoring opportunities across the delivery unit.
5. Coordinates the analysis and communication of risk, supporting strategies with functional leaders across service disciplines.
6. Ensures that contractual and delivery documentation are maintained with accuracy and that details are kept up to date.

**The skills you’ll need**
- Tactical Planning
Service Assurance
IT Service Delivery
Regulatory Compliance
Continuous Improvement
Problem Solving
IT Audits
Customer Insights
Risk Management
IT Security
Data Anal

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