Assistant Manager Global WFM

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 Global WFM

Education: Any Graduate or Diploma.
 

Experience: Minimum 5 years of relevant experience as a RTA.

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.

Mandatory Skills:

• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.

• Must be a team player within the ability to communicate & interact with external & internal stakeholders.

• Problem solving, analytical & logical skills is critical and must have excellent English communication skills.

Preferred Skills:

• Knowledge in WFM systems applicable for the account.  Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.

• Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.

• Excellent communication skills with ability to interact with external & internal stakeholders.

• Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.

BLR, Surya Wave BuildingIndia