Senior Staffing Analyst

7 days ago


Gurgaon, Haryana, India Airtel Full time
Budget Forecasts and Staffing Analysis

Execute budget forecasts and own the development and implementation of staffing and metric models, reporting and analysis.

Collaborate with category leaders to finalize forecast volumes and FTE.

  • Perform complex analysis using past trends, call arrival patterns, and simulation to forecast.
  • Develop partnerships with internal groups and business units to ensure on-time forecasting as required by contracts.
  • Transform monthly forecasts into day-wise volumes considering seasonality, recent trends, and RSSI impact.
  • Review and share contact center trends submitted by partners against forecasted volumes, including call center volume, call patterns, staff productivity, and resource allocation.

Drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.

Maintain reporting alignment to ensure Minimum Guarantee (MG) mitigation and ensure call center accessibility as per regulatory guidelines.


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