Lead Analyst, WFM - India

Role and Key Responsibilites

Create Capacity Plans for Enterprise and co-create with partners for their sites

Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements

Oversee the overall Capacity planning for HC

Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required

Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources

Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan

Maintain Historical Data and trends

Review DOW and Intraday Patterns

AHT profiling

Assumption Management

Own HC reconciliation with partner WFM teams.

Key Skills & Knowledge

Overall experience of 8-10 years and at least 5-7 years in a planning role.

IEX – WFM Experience and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting

Experience in managing multi-site and multi-vendor environment

Strong process and mathematical orientation

Experience of data modelling, simulations and scenario planning

Experience of stakeholder management and aptitude of planning risk identifications

Analytical and good understanding of Contact Centre metrics

Strong business acumen

Should be a good communicator and a collaborator

Strong Communicator and decision maker

Hands on Experience on Anaplan will be an added advantage.

Strong attention to detail and sense of professionalism and ability to develop relationships

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R0016400