Sr. Analyst - Workforce Management

Key Accountabilities:

• WFM Fundamentals understanding
• Must have a complete understanding of WFM Fundamentals and hands on experience with Scheduling & Capacity Planning
• Proven experience working in medium/large WFM environments and contact centres, supporting multiple channels, inbound, outbound & chat as primary skills
• Demonstratable experience in the use of Aspect WFM for scheduling, effective capacity planning and scenario creation to support business needs . Anaplan experience would be an added advantage.
• Stakeholder management Must be able to manage and work with Stakeholders up to Head-Of level, Partner with other WFM specialist teams as well Change/Projects, L&D & other WFM Support team
• Advanced MS Excel skills, intermediate reporting capability as a minimum skill set, ability to interpret data and provide solutions and ideas relating to WFM strategies and plans
• Ability to function in a virtual team environment, with enterprise thinking to make/propose ideas/solutions as required

Capabilities, Experience & Qualification Requirements:

Essential capabilities

• Strong understanding of Aspect (eWFM/Alwaria), Anaplan
• Excellent knowledge of software and spreadsheet applications (Excel, Access)
• Ability to read, interpret and apply insights and recommendations
• Ability to communicate complex information in a neutral and professional manner
• Workforce management experience in Banking and Finance would be ideal

Other capabilities

• Workforce analytics , time management and project management