Customer Service & Support Jobs in Hyderabad, India (Now Hiring) — 842 open — Page 40

The Workforce Planner will be responsible to assist in the building of a forecasting and workforce model that will build a competency around forecasting demand and translating that demand into necessary workforce supply for long / medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. She/he will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling, and emerging technologies. In addition, she/he will have accountability for supporting the design, development and interpretation of workforce reports and dashboards including identifying key trends, opportunities, and problem areas.Assistant Manager-Scheduling

Education: Any Graduation or Diploma  

Experience: 7-8 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.

Roles & Responsibilities:

• Serve as a subject matter expert on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.

• Develop actionable, proactive metrics that drive forecasting capabilities and strategic insights.

• Perform statistical analyses and forecasting techniques and glean critical insights and trends.

• Design reports, scorecards, dashboards and ad hoc analysis that deliver workforce insights and KPIs.

• Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.

• Effectively manage internal & external relationships with HR Business partners, as well as Finance and Operations management and act as a credible and consultative partner who understands both business objectives and HR strategies.

• Highlight key organization trends and collaborate with leadership and business partners to identify causes, costs and potential interventions/solutions.

• Lead and mentor multiple teams lead by one or more Assistant Managers or Deputy Managers.

• Effectively coach and mentor the team of planners and schedulers within your span.

• Strategic Thinker who constantly looks for areas of development to improve revenue, reduce cost and strongly influence the account P&L.

• Ability to work closely with finance team by providing timely and accurate information for financial forecasting and budget creation.

Skills:

• Excellent communication skills, including ability to write concise technical docs and present ideas.

• Excellent Analytical and Organizational skills

• Ability to work with cross functional teams

• Above average knowledge of Microsoft Excel  

HyderabadIndia