Sr Workforce Management Analyst
Bangalore
Overview:
Responsible for strategic planning of staffing requirements for multichannel environments across the Paychex service organization. Ensure teams supported achieve desired performance and budgetary objectives derived from understood business drivers and customer needs.
Responsible for strategic planning of staffing requirements for multichannel environments across the Paychex service organization. Ensure teams supported achieve desired performance and budgetary objectives derived from understood business drivers and customer needs.
Provide actionable insights through data gathering and analysis, and present findings to service leaders. Responsibilities include long-term forecasting at least 18 months in advance, staffing analysis and recommendations, documenting return on investments, analyzing and proposing actions that will improve Contact Center performance, serving as a subject matter expert in Workforce Management (WFM) practices, and providing support to WFM team to ensure all short-term and real-time tasks are completed.
Responsibilities:
- Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat).
- Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations.
- Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.
- Update queue and agent settings in Calabrio to align with changes with assigned business units.
- Maintain skilling matrix for each business unit assigned.
- Monitor profile requests to ensure forecast/performance impacts are tracked.
- Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.
- Serve as subject matter expert to assist with training new employees and assist team members with process questions.
- Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.
- Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested).
- Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
- Other duties as assigned to support the general purpose of the position’s function.
Qualifications:
- Bachelor's Degree - Preferred
- in
- 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment.
- Possesses strong technical aptitude.
- Excellent interpretation of complex statistical data.
- Strong verbal communication and listening skills.
- Effective interpersonal skills.
- Excellent collaboration and team building skills.
- Excellent organizational skills.
- Ability to lead/manage others.
- Demonstrates project management skills.
- Develops and delivers effective presentations.
- SWPP Certification - Preferred
**********Bangalore
Job Description
URGENTLY HIRING FOR PART - TIME COMPUTER TEACHER AT BANNERGHATTA VIJAYA BANK LAYOUT
MUST HAVE HGOOD EXPERIENCE OF COMPUTER TEACHING EXPERIECE 5 TO 10 STD TEACHING NEED TO TAKE CARE WORKING TIME 9.30 AM TO 2.30 PM ( 2 & 4 SAT SUNDAY...
Dhani PropertiesBangalore
on the interview. This Telecaller is a Full Time in Bangalore. What is the hiring Process of this job? Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication...
AmazonBangalore
Work as a brand/ seller POC to ensure regular inventory replenishment and input metrics
• Hand hold multiple brands by supporting on inventory inbounds to FCs
• Work with external Ops stake holders to troubleshoot inbound issues
• Primary contact...