WORKFORCE MANAGEMENT ANALYST  

Responsible for the effective usage of resources. Provides operational support through efficient scheduling and workforce deployment. Monitors queues, forecast & schedule staffing, plan seating capacity for shifts on a daily basis & dialer planning. Tracks and reports on operational performance & business metrics.

The role holder is responsible to understand the business needs and identify how best to meet those needs using WFM systems and tools. This includes working with the business and the technology areas to gather requirements for development and management. The role oversees the effort to analyze, validate and document the business and WFM system requirements.

KEY RESPONSIBILITIES

• Ensures vital contribution in the realization of production by using the right CSR (skills) for operations to realize and/or optimize its financial and quantitative targets. He acts as the First Point Of Contact and responsible for WFM specific/assigned business unit.
• Capacity Planning, Seat Utilization; Effectively maintains a workforce management system; monitors and analyses statistics.
• Reconcile projected staffing with daily attendance, leaves and late arrivals to communicate to Operations Managers for action as required.
• Prepare projected staff requirements for replacement staff and new accounts for submission to managers, supervisors, and HR.
• Develop optimized staffing plans based on projected volume in coordination with Operations Managers;
• Project annual leave requirements for each account group/team to include annual leave bidding and scheduling. Manages annual leave schedule to maximize handling of annual leave requests while minimizing the impact on services.

• Experience in a broad range of business environments; including manufacturing, BPO setting, insurance
• Ability to diagnose and assess processes and practices to develop pragmatic plans for improvements.
• Should have minimum 3 Years of experience into Management information system & Work force management
• Should be open to work in shifts
• Highly numerate, with attention to detail and an ability to analyse large amounts of data.
• Strong sense of ownership, highly productive and efficient, with a business-like and delivery-focused approach.
• Logical thought processes, attention to detail and highly organised.
• Capability to analyse and organise data into insightful recommendations.
• Good interpersonal and communication skills – both written and verbal
• Ability to juggle multiple projects and working effectively to deadlines under pressure.
• Well versed in MS Office applications.
• Capability to manage projects and timelines