Senior Manager - WFM & Analytics Job in Bengaluru at Myntra

Myntra is hiring for the role of Sr. Manager - WFM & Analytics!

Responsibilities of the Candidate:

• Develop and maintain contact center forecasting models to predict workload, service demand,
  and staffing requirements.
• Collaborate with relevant departments to gather historical data and market trends to refine
  forecasting models.
• Ensure accurate and timely forecasts to support optimal staffing levels.
• Oversee the development of budgets, labor cost modeling, and cost analysis for contact center operations.
• Identify cost-saving opportunities and implement strategies to maximize operational efficiency.
• Monitor real-time data and allocate resources as needed to ensure service level targets are met.
• Optimize scheduling to balance staffing levels with operational demand.
• Utilize advanced workforce management software and tools to create schedules, monitor
  adherence, and report on key performance indicators.
• Stay updated on industry-standard tools and continuously improve tool proficiency.
• Leverage analytics tools, including Excel, Python, and R to extract actionable insights from data,
  improving contact center performance and efficiency.
• Lead, mentor, and develop a team of WFM professionals, fostering a culture of collaboration,
  accountability, and continuous improvement.
• Collaborate with cross-functional teams to align workforce strategies with business goals.
• Provide data-driven recommendations to support strategic decisions.

Requirements:

• Bachelor's degree in a relevant field. An advanced degree is a plus
• A minimum of 2-3 years of experience in workforce management, contact center planning, and
  cost management (E-Commerce experience would be an added advantage)
• Proficiency in using industry-standard forecasting and workforce management tools
• Strong analytical skills and hands-on experience with data analytics tools, especially Python
• Demonstrated leadership and team management experience
• Excellent communication and collaboration skills
• Ability to adapt to a dynamic, fast-paced environment