Specialist Global WFM

The individual should understand the basis of forecasting and is responsible to deliver a capacity plan based on the forecast. As a part of the process, he/she is responsible for forecasting processing time, shrinkage, attrition, and/or other required metrics and input for the capacity management process by use of standard capacity planning tools and analysis. Translating that demand into necessary workforce supply for the long/medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. He/she will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling, and emerging technologies. In addition, she/he will have accountability for supporting the design, development, and interpretation of workforce reports and dashboards including identifying key trends, opportunities, problem areas, and functional supervision of the Scheduling process for one or more accounts. He/she will be responsible for the capacity, staffing, and resource management of one or more accounts and is providing guidelines and directions for the WFM Scheduler in creating the schedule and reviewing the output of the scheduling process before being transferred to GWFM Real-Time Management team. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI’s can effectively be met.Specialist Global WFM

Education : Any Bachelor's Degree.

Experience :

3-4 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.
Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, moving averages, etc. 
Experience with labor modelling (e.g., productivity modelling, task timing and task variance impacts).  

Roles & Responsibilities :

• Serve as an Analyst on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.  

• Perform statistical analyses and forecasting techniques and glean critical insights and trends.  

• Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition, and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.  

• Establishing and updating the forecast, long-term capacity planning (+13 weeks), and production planning, in such a way that optimal utilization and occupancy for the project(s) can be realized and KPI targets of the Service Level Agreement can be met. 

• Collecting, reviewing, and correcting data that can be used for regarding short-, medium- and long term forecasting of required metrics and inputs  

• Administers the 52-week capacity, staffing, and resource plans to manage up and downscaling of labor and resources.  

• Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately cover demand forecast, while accounting for known constraints, planned events/holidays & business objectives.  

• Coordinates with recruiting and/or operations leadership on the timing & quantity of new hire requisitions.  

• Reporting the planning information to Operational Management and WFM Intraday Management  Design reports, scorecards, dashboards, and ad hoc analyses that deliver workforce insights and KPIs.  

• Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.  

• Effectively coach and mentor the team of planners and schedulers within your span.  

Mandatory Skills :

• Proven experience in the design, development, and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment.  

• Highly developed project management skills and proven ability to deliver organizational projects within designated timelines.

Preferred Skills :

• Solid understanding of WFM fundamentals.  

• Strong Excel skills with preferred experience in or knowledge of third-party capacity planning tools.                                                                                                                                                          

• Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends, and data.                                      

• Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends.

BLR, Surya Wave BuildingIndia