WFM/MIS Executive

Overview

Overview:

As a Workforce Management Analyst, you are responsible for all the WFM tasks within the BSS department. Your key responsibilities will include analysis, forecasting and scheduling functions, as well as preparation of client and internal reports..

Job Responsibilities:

• Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively
  Identify SL / staffing gaps.
• Prepare various analytical reports (internal and client)
• Management tool – JIRA
• Responsible to manage key stakeholder requirements
• Create leave plans to meet the forecasted demand / SL objectives through any workforce Application
• Identify trends and average on a weekly, monthly, quarterly and seasonal basis
• Communicate with management and operations team to ensure compliance with company standards
• Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
• Identify opportunities to improve staff balancing and overall operational performance
• Make / propose improvements to work services or processes
• Create Staffing models using historical data and run various simulations
• Understand capacity calculation and Data Modeling
• Well versed with the shrinkage model used in Contact Center Management
• Provide analytical support for special projects

Skills required:

• Experienced with Workforce Management software (scheduling, performance tracking, reporting)
• Demonstrated strong analytical skills, with emphasis on forecasting
• Ability and willingness to learn new software applications
• Skilled in complex problem solving, judgment, critical thinking and decision making
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Ability to organize information and have attention to detail and accurately follow procedures
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
• Ability to effectively communicate orally and in writing with co-workers, management team, other
• Departments, vendors, and outside agencies, including being sensitive to professional ethics
• Ability to sit the entire work day viewing a computer monitor
• Ability to work evenings and weekends as per shift patterns

Job Requirements:

Education: Bachelor’s Degree any subject; Statistics Background (preferable)
Minimum 1-2 years’ experience as an MIS Executive; experience in Advance Excel, Macros, Indexing and Power BI
Working hours – 24/7 Rotational Shifts