WFM Capacity Planner

7 months ago

Bengaluru, India Autodesk Full time

Position Overview

Are you passionate about WFM capacity planning and long-term forecasting? Do you have experience improving global service level results and ensuring optimal staffing at all times? Is data analysis more than just a skill, but an obsession for you? Are you skilled in delivering insightful, actionable solutions that drive significant improvements in key performance indicators? If yes, you are just the person we're looking for at Autodesk's Customer Technical Success Organization. You will report to Manager, Workforce Management..

Autodesk is in search of a WFM Strategic Planning Analyst to become an integral part of our Customer Technical Success team. This pivotal role 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. Your responsibilities will include enhancing efficiencies in our support centre and identifying ways to improve our key performance indicators. You have WFM experience and an understanding of support center operations.

Shift Start Time = 12:30pm (India Time)

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. Staying informed of industry trends and best practices in workforce management, applying relevant insights to enhance our operations.

Minimum Qualifications

5+ years in Workforce Management, within a contact center environment. 2+ years in a capacity planning and forecasting role. Previous experience with WFM platforms (eg: Calabrio, IEX, Verint, Aspect). Proficiency in data modeling, statistical analysis, and data visualization. High proficiency in excel (can write advanced macros), data analysis, and Microsoft programs. Experience with SQL or other data retrieval languages. Experience in constructing and utilizing 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, empathizing with their perspectives, and tailoring messages accordingly. Experience presenting long-term scenario plans to senior leadership.

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About Autodesk
Welcome to Autodesk Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:

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