WFM - Analyst

Role : WFM - Analyst

Job purpose :

To work as part of a greater WFM team and ensure that all functions performed / services provided are in line with the overall WFM strategy.

Key areas of responsibility :

• Forecasting and capacity modeling

Analysis of historic trends to predict future volumes

Create capacity plan and review the same on an agreed frequency i.e. Actual v / s projected capacity

Ensures that all reports originating from the team are accurate, relevant and reliable

Complete root cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness

Resource Management including accurately tracking all / any movement of headcount (attrition, new recruits)

Ensuring that all headcount databases are accurate and aligned

Work closely with the operations team to analyze and help improve their delivery processes

Assist with projects and other duties as requested or assigned

Qualification :

A graduate

Experience Required :

Min 2 yrs experience in WFM team with experience in trend analysis

Spread sheets with formula application and / or database software (Excel, Access)

Knowledge in Automatic Call Distribution Technology and experience with Forecasting / Scheduling software preferred though not mandatory.

Advanced MS Office

Soft skills / Competencies :

Ability to take initiative

Flexible team player with a positive attitude

Must have good time management with the ability to work with minimal supervision and under tight timelines

Capable of managing multiple, simultaneous projects

Must be friendly and professional with a positive attitude

Organized with the ability to quickly and effectively adapt to change

Able to communicate professionally - oral and written

Problem solving skills

Working days

Monday to Friday