Senior Workforce Optimization Specialist

4 days ago


Hyderabad, Telangana, India myGwork Full time

Looking for a career that combines data analysis and customer service? We have an exciting opportunity for a GCC Analyst at myGwork, where you will play a key role in optimizing the candidate experience.

As a GCC Analyst, you will be responsible for monitoring real-time network performance and taking action to mitigate any risk to metrics and candidate experience. This includes continuously analyzing data, identifying problems, and proposing solutions to improve processes and standardize automation of real-time management processes.

You will work closely with various teams, including site operations, vendors, senior leadership, technology teams, and other internal clients to ensure seamless communication and effective incident management. Your goal is to drive business continuity exercises and tests to identify potential gaps in plans and prepare recovery strategies.

This role requires strong analytical skills, attention to detail, and excellent communication skills. You should be comfortable working in a fast-paced environment and able to prioritize multiple tasks effectively.

Some of your key responsibilities will include:

  • Monitoring real-time network performance and taking action to mitigate risks
  • Supporting GCC L3 team as an SME, maintaining constant communication with site operations, vendors, senior leadership, technology teams, and other internal clients
  • Handling situations where there is a deviation from the plan due to issues at sites, vendors, or incoming volumes
  • Managing high severity incidents by running conference calls with different teams to mitigate risks to metrics, candidate experience, and associate experience
  • Suggesting changes for the improvement of processes and amending SOPs
  • Planning and executing identified projects by working with various teams
  • Implementing an audit mechanism to ensure GCC deliverables are error-free
  • Periodically reviewing the communication/escalation matrix to ensure the POC list is up-to-date
  • Working with cross-functional teams to develop strategies and proposals for mitigating business continuity risks

The ideal candidate will have 3+ years of human resources experience, experience with HR processes and systems, and a passion for customers and exceptional communication skills. Experience with process improvement and stakeholder management is also preferred.

We offer a competitive salary of $80,000 - $110,000 per year, depending on experience. If you are motivated, analytical, and enjoy working in a fast-paced environment, we encourage you to apply for this exciting opportunity.



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