Senior Analyst

3 weeks ago


Thane Navi Mumbai Mumbai, India Gallagher Service Center LLP Full time

Job Description Interested candidates can apply on the below mentioned link- https://forms.office.com/r/ZX7e0MqSik 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 Spotlight - Cafeteria, Office cab/shuttle, WFH setup, Joining goodies, Gifts on festivals, Rewards & recognition



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