- This role will lead a local team of Workforce Management Analysts and communicate to stakeholders on performance and challenges i.e. providing direction and suggestions for corrections to any issues impacting service level goals
- Analyze the impact of volume, AHT and shrinkage on staffing requirement
- Should be able to do deep-dive analysis & bring insights to the business for process improvements & identify areas of scope for business gains.
- Maintain operational forecast variance & plan remedial solutions to manage delivery. Advise on staffing needs and performance issues impacting service levels in a timely manner
- Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on business requirement and internal capacity plan numbers.
- Needs to be well-versed with scheduling methods & protocols.
- Assist WFM managers with monitoring forecasting and capacity planning process.
- Establish a professional and collaborative working relationship with all stakeholders.
- Maintain flexibility regarding requests and actions assigned to meet the needs of the business.
- Work with the team to execute business deliverables.
- Flexibility around working hours.
- Communicate and celebrate success and achievements.
- Team management.
- Minimum 3 years of experience in WFM.
- Minimum 12 months of team handling experience.
- Possesses good business acumen.
- Analytical interpretation of data.
- Excellent in written & verbal communication.
- Strong interpersonal skills to facilitate cross geographic interaction.
- Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
- Good analytical skills.
- Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
Senior Analyst - Pune, India - Etraveli Group
Description
Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2300 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.
Location: Pune
Duties & Responsibilities
Requirements