Digital Transformation Senior

Job description

What You Will Be Doing

• Strong WFM domain knowledge should be able to creates  / overview capacity plans, staffing / FTE forecasts, pricing scenarios and other analyses required by management.
• Serves as escalation point for issues beyond operations analysts authority; resolves conflicts involving scheduling, resources, or technical issues.
• Gather, analyze, prepare and summarizes recommendations for Long term plan on HC, minutes from a strategy perspective both long term & Short term, researches and compiles data to forecast and prepare annual and monthly budget projections for a division or similar group of organizations, Tracks revenue and Opex on a monthly basis, comparing actual to forecasted figures and makes necessary adjustments.
• Prepares reports for management summarizing results of research, analyses and evaluation of any discrepancies.
• Forecasting and Budgeting- Liaison with Ops and other stakeholders to seek forward looking guidance, To vet and validate inputs and build forecasting model in excel, Assist in providing business analytics and insights using various operations levers, Familiar with operation levers such as utilization, Occupancy, Attrition, hiring.
• Drive initiatives on profitability improvement through automation, To fulfill any other Adhoc requests that came by on a monthly basis.
• Ability to work within deadlines & strict timeframes, strong analytical and problem-solving skills, excellent time management skills, excellent verbal and written communication skills, strong interpersonal and relationship management skills, ability to work productively in a fast-paced call center environment, multi-task and detail-oriented with ability to work with little supervision.

What you bring :

Skills Required

Opex, Analytical Skills, Project Management, Problem-solving, Wfm, Crm