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Strategic Workforce Planning Analyst

1 month ago

Bengaluru, Karnataka, India Autodesk Full time

At Autodesk, we're looking for a skilled Strategic Workforce Planning Analyst to join our Customer Technical Success team.

About the Role

This pivotal position involves building and maintaining long-term forecasts and global capacity plans. As a vital contributor to the success of the CTS Workforce Management team, your efforts will take our WFM team to the next level.

You'll be responsible for enhancing efficiencies in our support centre and identifying ways to improve our key performance indicators. With WFM experience and an understanding of support centre operations, you'll develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements.

Apart from these responsibilities, you'll continuously monitor and adjust forecasts according to changes in demand, identify potential risks to production capacity, and proactively devise contingency plans.

Collaboration with stakeholders is crucial, as you'll implement risk mitigation strategies, evaluate and suggest process enhancements to boost production efficiency and capacity utilization, and facilitate stakeholder meetings on forecasting and capacity planning.

Responsibilities
  • Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our Customer Technical Success department.
  • Continuously monitor and adjust forecasts according to changes in demand.
  • Identify potential risks to production capacity and proactively devise contingency plans.
  • Collaborate with stakeholders to implement risk mitigation strategies.
  • Evaluate and suggest process enhancements to boost production efficiency and capacity utilization.
  • Facilitate stakeholder meetings on forecasting and capacity planning.
  • Analyze data to identify gaps and opportunities within the Customer Technical Success organization.
  • Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
  • Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance.
Requirements

To succeed in this role, you'll need:

  • 5+ years in Workforce Management, within a contact centre environment.
  • 2+ years in a capacity planning and forecasting role.
  • Previous experience with WFM platforms (e.g., Calabrio, IEX, Verint, Aspect).
  • Proficiency in data modeling, statistical analysis, and data visualisation.
  • High proficiency in Excel (can write advanced macros), data analysis, and Microsoft programmes. Experience with SQL or other data retrieval languages.
  • Experience in constructing and utilising dashboards in Power BI.
  • Ability to identify and resolve issues.
  • Ability to interpret data for performance trends and long-term improvement opportunities.
  • Engaging effectively with a diverse range of stakeholders, empathising with their perspectives, and tailoring messages accordingly.
  • Experience presenting long-term scenario plans to senior leadership.
What We Offer

We offer a competitive salary of $95,000 per annum, plus discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.