Future-Focused Workforce Strategist

1 day ago

Gurgaon, Haryana, India beBeeStrategist Full time ₹ 1,50,000 - ₹ 28,00,000
Key Responsibilities:

Develop a workforce management strategy and framework that aligns with the company's service level and revenue goals. This involves forecasting, capacity planning, staffing, and scheduling, as well as real-time monitoring and operations management reporting and analysis.

Build and maintain Standard Operating Procedures (SOPs) for Workforce Management, collaborating with multiple Operations and Analytics teams to ensure effective process implementation.

Lead the Workforce Management team in balancing schedule adjustments, exceptions, adherence, mentoring, feedback, and training schedules.

  • Evaluate the accuracy of forecasts and schedules prepared by the WFM team.
  • Work with data engineers to manage data, setting expectations and guidelines to obtain required data, mapping business requirements to models appropriate for clients, and managing client expectations for optimal solutions.
  • Collaborate with project leads to develop advanced analytical capabilities and assets.
Requirements:

To succeed in this role, you will need a Bachelor's or Master's degree in a quantitative discipline such as Commerce, Statistics, Actuarial Sciences, Mathematics, Quantitative Finance, or Economics.

You must have strong analytical skills, including a solid understanding of statistics and predictive modeling, as well as excellent knowledge of Contact Center Operations.

Proficiency in workforce management software, Dialer, CMS reporting, call recording and monitoring systems is essential.

Additionally, you should demonstrate knowledge of call center metrics and WFM policies and procedures, and experience with predictive modeling techniques such as GLM, Linear Regression, Time Series, Segmentation/Cluster Analysis, Decision Trees & Random Forests.

A proven understanding of forecasting, forecasting models, and trend analysis is also necessary, along with advanced proficiency in Microsoft Excel, including VBA.

Basic database skills, including SQL, are required, as well as the ability to pull together disparate data sources using SSRS / SSIS.

Experience with R and/or other statistical tools like SAS, SPSS is desirable.

The ability to analyze data and provide insights on trends, patterns, etc., which will be critical to the business, is also essential.

Project/Program Management knowledge, including working on Architecture/Design of BI/Analytics solutions, is beneficial.

Self-discipline, results orientation, and the ability to work independently and in a team environment are key qualities for success in this role.

Preferred qualifications include working knowledge of data entry and extraction through Verint/Genesis/NICE, knowledge of scheduling functionality, forecasting, and real-time analysis using these tools.

Effective communication skills, both orally and in writing, are necessary to translate complex ideas and data into actionable steps for business units.

Why Join Us:

This role offers the opportunity to work at the cutting edge of AI, automation, and digital innovation, drive change for global enterprises, and solve business challenges that matter.

As a transformation leader, you will accelerate your career, gain hands-on experience, mentorship, and continuous learning opportunities.

Join a values-driven culture built on integrity, inclusion, courage, curiosity, and incisiveness, where your ideas can fuel progress.

Let's build tomorrow together, making an impact that matters.

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