Workforce Analyst (Work Allocation) - Mumbai
Are you interested in evaluating and analyzing historical trends to make strategic and tactical operational plans related to staffing needs? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.
As a Workforce Analyst a part of the Work Allocation team within Workforce Planning, you will be responsible for providing analysis and research that provides the basis for schedule creation that helps maintain staffing level objectives. You will responsible for partnering with Site Operations, Training, and/or Forecasting to reach service level goals for our Consumer & Community Banking (CCB) Contact Centers.
Job Responsibilities:
- Skilling activities while using Genesys eWorkforce Management and/or other various software applications to perform duties
- Partner with Site Operations, Training, and/or Forecasting to reach CCB Contact Center service level goals
- Report, monitor, track, and analyze SVL performance, including future projected performance
- Pull levers for SVL management & engage leadership, including determining overtime needs and off-the-phone activity
- Evaluate and analyze historical trends to make strategic and tactical operation plans related to staffing needs
- Partner with leadership team to provide departmental process improvements
- Provide workfiles to LOB
Required Qualifications, Capabilities, and Skills:
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
- Ability to demonstrate leadership capabilities
- Excellent written and oral communication skills
- Strength in quantitative analysis, critical thinking, problem solving, and innovation
- Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
- Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
- High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
Preferred Qualifications, Capabilities, and Skills:
- Allteyx knowledge preferred
- Experience with collaboration, communication, and presentation
- College degree or similar work experience preferred
- Show high levels of professionalism and confidentiality at all times
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