WFM - Senior Executive

• 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.

• 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.

• 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.

• 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).

• (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