Specialist - WFM (Intraday)

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Location- Sector 62, Gurugram

Work timings- 5:30 PM- 2:30 AM

Location- Bengaluru/Gurugram

What Will You Do?

• Create, maintain and update capacity plans including timing of hiring and analysis on attrition, shrinkage and other factors impacting capacity
• Support operations in planning of vacations, training, and other events
• Support the creation of an annual staffing budget forecast
• Collect, manipulate, and analyze data related to capacity, supply, and demand
• Gather information from operations on project impacts, other factors that could impact planning or work volumes
• Calculate optimal staffing levels based on forecasts, capacity models, and business constraints
• Measure, assess and communicate variation from plan, including analysis of the cause and impact to KPIs of those differences
• Help to balance staffing needs across different business units
• Work within a team to provide analysis, insights and recommendations to senior business leaders to help them recognize areas of opportunity and drive evidence-based operational decisions
• Work with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing
• Provide project teams with process recommendations, workload/staffing forecasts, costs as required to support changes.
• Look for ways to innovate and improve processes in a Continuous Improvement environment

Knowledge, Experience and Skills

• Minimum of Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience
• Experience analyzing and modeling business process data
• Strong critical thinking & creative problem solving
• Demonstrated experience working with data, including transformation, manipulation, forecasting, and statistical modeling
• Experience working with time series data
• Familiarity with querying data using SQL
• Demonstrated success working collaboratively within a team to produce results
• Demonstrated ability to produce and communicate meaningful results from data
• Ability to effectively visualize and present complex data adapted to a variety of audiences
• Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders
• Demonstrated ability to turn forecast volumes into capacity models

Assets

• Experience visualizing data with Tableau
• Experience with R/Python or other advanced analytics tools
• Experience with Workforce Management Software (IEX, Genesys)
• Experience using large databases with complex relationships between tables
• Experience applying queueing theory to business problems
• Experience solving optimization problems
• Experience working with Call Centre data

Job Category:

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