Associate Analyst - Delivery Management

Unisys India Private Limited; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Unisys India Private Limited is seeking an Associate Analyst Delivery Management to oversee client delivery. You will manage the end-to-end FSR (WFM) cycle, coordinate with stakeholders, and drive improvements in metrics and processes across accounts.

The role requires strong forecasting, capacity planning, and advanced Excel/Macro skills, with 0–2 years' relevant experience and a Bachelors' degree in a related field.

Qualifications

• Bachelor's degree in Commerce, Business Mgmt, Math, Statistics or Engineering.
• 0–2 years' relevant experience or equivalent combination of education and experience.

Responsibilities

• Manage the delivery for a few clients.
• Deliver end-to-end FSR (WFM) cycle.
• Improve processes/metrics for the account/region with client initiatives.
• Coordinate effectively with all stakeholders.
• Build long-, medium- and short-range forecasts.
• Forecast and review trends based on historical data.
• Provide workforce management and capacity planning analysis and recommendations.

Education

Bachelor's degree in Commerce / Business Mgmt / Mathematics / Statistics / Engineering

Tools

Excel

WFM tools (Aspect / IEX / Genesys)

CMS / Avaya / Genesys

Job description

Associate Analyst Delivery Management

What success looks like in this role:

Key Responsibilities/Outcomes

Responsible for managing the delivery for few clients.

Delivery includes implementing the FSR (WFM) Cycle end to end.

Knowledge Enhancement Focus on improvement areas by client for all FSR (WFM) metrics Effective Coordination within all stakeholders Initiatives that would improve the process/metrics for an account/Region

Core Competencies/Skills

Certification/Knowledge in Work Force management tools Aspect / IEX / Genesys and exposure to telephony system CMS / Avaya / Genesys and Six Sigma Trained would be preferred.

Must require end to end FSR (WFM) operation experience, strong capacity planning experience, solution development, design and implementation.

Strong exposure to building Long, Medium and Short Range forecast.

Capable of predicting and reviewing trends based on historical information.

Strong knowledge on FTE and budget building.

Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long term planning, forecasting to ensure maximum effectiveness and efficiency.

Experience with the Service Delivery process and have worked in Virtual environment.

Sound understanding of Metrics and key performance drivers, Proven experience or knowledge in using practices, processes & technology tools in Service Delivery environments

Need to have Advanced Excel & Macro experience

Keeping in regular touch with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.

Ensuring the accuracy and timeliness of client reporting Eye for detail, ability to spot trends in data, deviations etc.

Strong People Management & Communication Skills

You will be successful in this role if you have:

Education & Certifications – Bachelors in Commerce, Bachelors in Business Mgmt, Bachelors in Mathematics, Bachelors in Statistics, Bachelors in Engineering and 0-2 years' relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail].

US job seekers can find more information about Unisys' EEO commitment here.

Experience Level Mid Level