Description

The role would require support the delivery of service levels to all programs and productivity targets for all skills/sites assigned. The analyst is expected to support by monitoring & reporting of incoming volumes against forecast planned to meet short-term outlooks.

• Generation and creation of required reports and insights for stakeholders and business leaders.

• Work closely with leadership to identify “hot spots” in staffing intervals and take appropriate actions to minimize any impacts.

• Work with operational teams and other specialist teams to effectively plan non-productive time (NPT).

• Analyzing data to outline any reasons for under/over performance/delivery and take pre-emptive and reactionary measures to improve performance.

• Running “what-if” scenarios for associate staffing and make proper use of statistical tools to provide optimal staffing solutions.

• Support the production, communication & implementation of service level action plans.

• Monitoring of staffing levels against scheduled plans to efficiently handle incoming work units, for multiple skills/use cases, at the prescribed service levels.

• Ensure accurate recording and reporting of metrics.

• Develop relationships with site and business leadership and workflow/capacity partners to include sharing standard methodologies and drive critical business metrics for workforce management.

• Communicate and interact effectively with operations and specialist functions to provide internal customers with information/data to drive operational metrics.

• Evaluate and implement opportunities for improving workflow processes and automation of processes.

• Ensures team service levels are delivered.

• Monitor adherence to productivity and SLA.

• Raise awareness to any areas for development or recognition.

• Effectively plan local site activities, all hands, team meetings, training, etc.

• Maintain accurate local workforce management data.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND | Hyderabad, TS, IND | Virtual Location - KA | Virtual Location - MH | Virtual Location - TN | Virtual Location - TS | Virtual Location - UP

Basic Qualifications

• 2+ years of program or project management experience

Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology

• Experience in MS Access and SQL

• Experience in requirement gathering and ability to write clear and detailed requirement document