Workforce Management Specialist

5 Days WFO - 6 pm to 3 am IST shift

Both side cab

Job Description Summary

This position is responsible for ensuring strategic goals are met through forecast and productivity modeling, capacity planning, collaboration, and effective communication, while maintaining reporting accuracy through investigative data analysis. This position is responsible for long term, short term, and intraday utilization analysis as well as providing leadership with risk mitigation plans. This position will act as a support for leadership, assisting with and providing guidance on performance impact analysis and operational planning to meet forecast requirements.

Job Description

Essential Job Functions :

• Works closely with HR & Operations leaders to develop, monitor, and deliver utilization reporting that meet project performance goals
• Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data / statistical analysis, simulation modeling and other mathematical methodologies
• Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts
• Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid / staff need / staff schedule / staff available) with WFM staff and work together to reduce variations in order to ensure performance and productivity goals are met
• Develop operational production plans to efficiently allocate staff resources against workload
• Analyze Data and other information in order to conceptualize and define operational problems and / or improvement opportunities
• Plan and execute analysis – often interrogating data and other information to perform root cause analysis and develop an impact assessment
• Develop knowledge of daily operations and collaborate with supervisors, managers, and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities
• Other activities as may be assigned by your manager

Qualifications / Requirements :