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Senior Analytics Solutions Associate (Workforce Capacity Planning)

7.00 to 9.00 Years   Mumbai City   04 Oct, 2023
JPMorgan
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBFSI
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    General Requirements for Role The Senior Analytics Solutions Associate is a part of the Capacity Planning Team within Workforce planning is responsible for call center capacity planning, quantitative analyses, and the summarization of multi-sourced data into meaningful and actionable business intelligence within our global call center and correspondence network. Key accountabilities (in part) are managing staffing/capacity plans and leading the preparation of presentations, from ideation to executive hand-off. This position allows a great deal of latitude, and excellent judgment is required. It is an excellent opportunity for a self-starter who thrives in a fast-paced and team-oriented environment where strong analytical skills, business acumen, and superior communication skills are leveraged to support our company s ability to deliver service excellence to its customers. Job Responsibilities:
    • Partner with Site Operations, Training, Recruiting, Finance, and WFM to build, update and maintain capacity planning models
    • Responsible for documenting forecast demand drivers (call volume, work rates, any other demand metrics) and projected supply drivers (headcount, shrinkage, other client related non-productive activities)
    • Coordinates and acts as lead during monthly planning cycles (Update capacity models and create capacity outlook with quantifiable headwind and tailwinds impacts using actual or projected new product/service performance, communicate key risks to stakeholders)
    • Produces headcount / service level walks and commentary for prior month; Partners with Finance and Recruiting to track advisor headcount across multiple cohorts
    • Partners with training and recruitment teams to supply optimized new hire / changes to new hire classes in alignment with the budget, location strategies and all stakeholders
    • Conduct ad-hoc analysis
    Required Qualifications, Capabilities, and Skills:
    • 10 years experience working in large call center, multi-site, or similar environments and 7 years experience in Workforce planning - forecasting, capacity planning, scheduling and / or Real time monitoring
    • High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
    • Proven Leadership capabilities with excellent written and oral communication skills across internal and external stakeholders
    • Strength in quantitative analysis, critical thinking, problem solving, and innovation
    • Highly detail oriented, ability to multitask, manage time and prioritize to complete a project/task, whilst being flexible with work schedules to accommodate business needs
    • Comfortable working independently and / or in a group, in a fluid business environment, changing job priorities, and across stakeholders at variety of levels internally and externally
    • High level of professionalism and confidentiality at all times
    Preferred Qualifications, Capabilities, and Skills:
    • College degree or similar work experience
    • Project Program management degree
    • Knowledge of Alteryx (Intermediate) / Power BI / Power Query / Python
    ,

Keyskills :
real time monitoringstrong analytical skillspower biservice levelproblem solvingsite operationsbusiness acumenmicrosoft officeanalytical skillscapacity planningcritical thinkingprogram managementworkforce planningservice excellenceoral commu

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