Analyst/ Senior Analyst - WFM (International Voice Process)

Role: WFM - Analyst

Job purpose:

To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

Key areas of responsibility:

• Forecasting and capacity modeling
• Analysis of historic trends to predict future volumes
• 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