Senior Analyst WFM - Capacity Planner Job at Global Logic Technologies Private Limited

Global Logic is hiring for the role of Senior Analyst WFM - Capacity Planner!

Responsibilities of the Candidate:

• Perform innovation/deep dive analysis to provide insights to the Client on trending or metric attainment
• Strong understanding of WFM Planning & Delivery principles
• Advanced Excel skills and experience using Power BI
• Strong communication and interpersonal skills to collaborate effectively with diverse teams
• High attention to detail and the ability to work under pressure and tight deadlines
• Ability to identify the best course of remedial action to support service delivery
• Ability to multi-task
• Needs to work in shifts, if needed
• Analyze Schedule Performance
• Analyze past historical trends and volume and create a prediction model based on Pyflux, KATS etc

Requirements:

• Graduate with strong analytical skills
• Proven experience in WFM covering all verticals, preferably in a fast-paced and dynamic environment
• Minimum experience of 3 years in Capacity Planning and 5 years in overall WFM
• Developing and maintaining robust capacity planning models to predict resource needs accurately
• Analyzing historical data, market trends, and future projections to forecast demand and capacity requirements
• Collaborate with various stakeholders to understand business requirements and translate them into WFM capacity plans
• Improve and automate existing practices
• Continuously monitor and evaluate key performance metrics to identify optimization opportunities
• Assist in maintaining and updating staff plan data and employee entry/removal from databases
• Identify call volume trends and averages on a monthly, quarterly, and seasonal basis
• Proper Understanding of forecasting methodology Time Series, SARIMA, ARIMA, and SARIMAX, VARMA Forecasting algorithms
• Proper Understanding of Capacity Planning methodologies
• Attrition, Shrinkage, AHT Bell curve Planning, and proper load balancing between the multiple LOB/Sites
• Analyze forecast accuracy and create prediction models to enhance the forecasting accuracy
• Good hands-on experience with Excel, Power Querry, and Mail Merge
• Availability & Hours of Operation:- 24X7 availability
• Good Communication Skills - Oral and written
• Exposure to Amazon Connect software or experience with other automated WFM Software, good knowledge of MS office applications