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