WFM Analyst

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Responsibilities

• Generate demand forecast based on Call volume forecast and average handling call trends utilizing the pre-defined guidelines, initiatives, and vendor strategies.
• Review vendor plans for adequate staffing to meet demand forecast and highlight risks and mitigation plans.
• Track budget Vs demand forecast Vs actuals for optimizing the processes.
• Manage the WFM outsource vendor performance to ensure performance deliverables are meeting requirements.
• Ensure thorough communication and prioritization of business goals daily.
• Hold vendors accountable to key performance indicators which include, but are not limited to SLA, compliance and contractual obligations.
• Develop a deep understanding of our clients business and workforce strategies and combine that knowledge with an understanding of industry standards.
• Provide consultative support in partnership with internal departments to drive the decisions impacting service delivery and customer experience.
• Manage the vendors performance through data analysis and partner relationship management.
• Strong analytical skills and experience with problem solving, including detailed variance analysis for contact center metrics.
• Track performance metrics and goals to measure planning accuracies.
• Other duties are assigned.
  

Qualifications

• Minimum of 2 years of experience in global call center workforce management function.
• 2 years of experience performing forecasting, scheduling and intra-day staff management functions in a multi-site inbound contact center preferred.
• College degree or comparable work experience is required.
• Strong mathematical\statistical, analytical and communication and organizational skills.
• Analytical thinking, creative problem solving and decision making.
• Proficient using MS Word and PowerPoint. Advanced in Excel.
• Excellent written and oral communication skills.
• Experience with WFM software (Blue Pumkin, eWFM, IEX, etc).
• Experience with Aceyus , Avaya CMS or comparable systems required.
  

Non-technical Requirements

• You have experience working on client-facing roles.
• You are available to work from our Bangalore,India office in a night shift.
• You have strong communication skills.
• You have strong analytical skills.
  

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