WFM Analyst

6 days ago

Pune, Maharashtra, India Pamsha Full time ₹ 9,00,000 - ₹ 12,00,000 per year

JD:

Experience: 2-6 years

Candidate should be ready for face-to-face interview.

Key areas of responsibility:

· Forecasting and capacity modeling

o Analysis of historic trends to predict future volumes

o 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

Soft skills / Competencies:

· Ability to take initiative

· Flexible team player with a positive attitude

· Must have good time management with the ability to work with minimal supervision and under tight timelines

· Capable of managing multiple, simultaneous projects

· Must be friendly and professional with a positive attitude

· Organized with the ability to quickly and effectively adapt to change

· Able to communicate professionally - oral and written

· Problem solving skills

Job Types: Full-time, Permanent

Work Location: In person

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