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Ascensus Global Services

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3.6

based on 16 Reviews

16 Ascensus Global Services Jobs

Senior Analyst, WFM

Ascensus Global Services India LLP

3.6

based on 16 Reviews

3-5 years

Hyderabad / Secunderabad

1 vacancy

Senior Analyst, WFM

Ascensus Global Services

posted 1d ago

Job Role Insights

Fixed timing

Key skills for the job

WFM US Staffing Budgeting

Job Description

Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
Collaborate with tactical Workforce teams
Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors Provide recommendations on adjusting staffing levels based on future business needs.
Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
Provide requirements for staffing, hiring plans and Mandatory training plans to the operations team.
Analyze historical data for Client volumes and Agent line requirements on complex projects and work with the operations team to get the inputs on staffing requirements, Shrinkage details, Absenteeism & Attrition.
Develop and run long, medium and short-range forecasts based on operations requirement using different forecasting methods.
Perform other work as required and assigned.
Analyzing and providing the data based on the adhoc requests to the management team.