10 - 15 Years

Workforce Analyst- Associate Director

Job title: Workforce Analyst- Associate Director
Work Location: Chennai
Experience: 8-12yrs
Qualification: Any graduate/Non-graduate with experience


Roles and Responsibilities:

  • Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment
  • This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning.
  • Responsible for design and implementation of scheduling and capacity planning to support contact center locations.
  • Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities:
    • Planning for the day (volume forecasting, staff scheduling),
    • Planning for the Week (making scheduling adjustments including OT plans)
    • Forecasting for the month and – Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.


Required Skills:

  • Experience with leading contact centres is must.
  • Prior supervisory experience is required and an understanding of various telephony technology for contact centre is must.
  • Report automation and expert skills in Macro.
  • Minimum of 10 years Call Center experience required
  • Minimum of three years Management experience required
  • Ability to manage all customer channels (Voice/Chat/Email) – Able to focus in a fast paced, flexible environment, attention to detail
  • Excellent verbal and written communication skills


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