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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Statistics / Analytics |
| EmploymentType | Full-time |
The Workforce Analyst I is responsible for aligning business resources (our employee schedules) to ensure the Division achieves key performance standards while maintaining the highest level of service to our card members in a blended calling environment.This person will be responsible for the improvement of customer contact effectiveness.This individual will regularly perform trend and metric analysis around customer contact opportunities through network staffing and schedule sequence analysis.This individual will be responsible for making and communicating decisions based on strategies and processes related to scheduling and other key metrics supporting operational goals and business priorities.They will need to be able to review and update staffing models, and capacity plans to make appropriate recommendations to the Division.He/she will manage approval process automation development to ensure appropriate staffing is consistently maintained. Other ad hoc reporting and analysis will be assigned as needed.They will interact with Operations leadership to ensure the implementation enables effective delivery and execution in an Operations environment.The position requires a high degree of creativity along with analytic skills.Key Responsibilities:Perform root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendationsProvide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategyOversight of staffing schedule optimization across multiple sites , queues and/or business functions to ensure appropriate staffing to maintain service levelsPerform advanced root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendationsEscalate trends and recommendations to leadershipLead efforts to execute changes to optimize service levels and staffing schedulesEngage and build strategy within the workforce management functionsEngagement with other business functions (eWFM, Routing, Leadership)May participate in projects and provide subject matter expertiseSupports process improvements and best practice identification through increased level of experienceComplete creation of new hire schedules for the businessRequired Skillset/Experience:Graduation requiredStrong skills in MS Excel, Access, and PowerPoint5+ years of WFM / Forecasting experienceDirect Financial Services Call/Contact Center experience requiredWorking knowledge of telephony/call routing and workforce platformsStrong understanding of cross-LOB Workforce Management practices requiredExcellent people management skillsProven experience leading or supporting project initiativesExcellent written and verbal communication skillsStrong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysisAbility to partner and work collaboratively with business partnersDemonstrated ability to influence people at a variety of levels internally and externally,
Keyskills :
forecastingbilling black beltcitrix deliveryad hoc reporting root causekey metrics serv