WFM - Senior Executive

POSITION SUMMARY:

Design, maintain, analyze, and deliver a comprehensive suite of forecasting metrics for operational delivery platforms. Use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. Play a key role in the validation and continual enhancement of current reporting processes and portfolio. Mentor and train junior team members.
Includes ad-hoc reports as well as production level forecasting.

KEY RESPONSIBILITIES:

Workforce planning and optimization: -

• Define operational forecasting by generating predictive analysis using Data Science methods.
• Formulate mid to long term staffing plans for all of Operations.
• Evaluate optional plans by identifying outcomes and service level impacts.
• Help refine and improve accuracy of existing staffing plans.
• Evaluate and document process and process evolution.
• Adhere to all planning process requirements.
• Drive best practice sharing, efficiency increases, global standard setting and harmonization.
• Provide support for business cases calculation and budget assumptions.
• Execute operational plan based on the Strategic plan defined with Business Leaders (operations) and track their deliverables.
• Analyze the impact of volume, AHT and shrinkage on staffing requirement.
• Maintain operational forecast variance to plan.
• Advise on staffing needs and performance issues impacting service levels to the WFM and Ops head in a timely manner.
• Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on LOB requirement and internal capacity plan numbers.
• Assist WFM and Ops head with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers.
• Establish a professional and collaborative working relationship with the Local team and Global team.
• Maintain flexibility regarding requests and actions assigned to meet the needs of the Ops.
• Work within multidisciplinary teams across both Local and Global to execute project deliverables.
• Communicate and celebrate success and achievements.

Design, maintain, analyze, and deliver various reports:

• Develop sophisticated programs and queries to automate the gathering, transportation, and delivery of forecasting data and in a variety of formats for a variety of applications.
• Collaborate with Reporting team to review reports or data sources to ensure accuracy, integrity, appropriate interpretation, and high data quality.
• Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management.
• Understand new system changes as they affect data, reports, and reporting systems.
• Extract data and manipulate/calculate/format it into presentable reports, charts, and graphs for management use.
• Analyze data and reporting solutions to understand business impact, correlations, discrepancies, and to propose changes/alternate solutions.
• Utilize various business intelligence software platforms and source systems to build dynamic reporting and analytical tools.

Requirements gathering and business contact throughout organization:

• Participate in requirement gathering sessions, liaise with stakeholders, and document user requirements.
• Transform OPS management requests into technical requirements to ensure accuracy of the results.
• Provide training and documentation to all facets of the organization on self-serve reporting, data governance and KPIs
• Manage intake and prioritization of requests for reporting and analytics.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• College Degree/Diploma, preferably in the disciplines of Computer Science, Math, Statistics, or Business, coupled with at least 4 years of experience in a data science/analyst, business intelligence analyst.
• Preferred knowledge of call-center, customer service center or service operations environment.
• Advanced skill in using Windows based applications and MS Office, specifically Excel, PowerPoint, SQL Server, reporting presentation layers and BI tools with the ability to build complex reports and dashboards.
• Experience with MicroStrategy Desktop, Klipfolio or similar data visualization and presentation tools preferred.
• Experience with workforce management tools (Verint, Nice, Genesys, etc. ) and Telephony platforms (Cisco, Avaya, Content Guru, etc. )
• Strong organizational skills with expert ability to balance multiple parallel projects and run meetings and workshops.
• Ability to work independently and coach junior team members.
• Exceptional ability to communicate technical ideas in written formats to technical and non-technical audiences.
• Experience with Agile project concepts a plus.
  

Working Environment:

• Hybrid working environment. (At least 40% remote working).

Physical Demands:

• (Stand or Walk/ Sit/ Talk or Hear/ Lift): Mainly sitting and talking on the phone/using computer with frequent opportunity to move about freely; occasional lifting may be required.

Travel Requirements:

• No routine travel required.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Lets care for tomorrow.