WFM Analyst

Credence Global Solutions; Pune District; On-site; INR 500,000 - 750,000; Full time

Job summary

Credence Global Solutions in Pune district, India is seeking a Workforce Management professional to drive data-driven insights, forecast planning, MIS and scheduling activities. The role requires collaboration with business partners to maximize solution value and to lead process improvements.

The candidate should have 2–5 years in WFM, with at least 2 years in International BPO and exposure to U.S. processes. Strong execution and communication skills are essential for success in this role.

Qualifications

• Minimum 2–5 years of Workforce Management experience.
• WFM analyst experience of at least 2 years in International BPO.
• Prior exposure to U.S. processes.
• Ability to identify root causes and implement data-driven resolutions.
• Strong communication and interpersonal skills with teamwork.

Responsibilities

• Ideating and sharing data-driven insights to help stakeholders understand trends.
• Collaborate with Business partners to maximize value of solutions with innovative platform and enhancements.
• Drive ongoing process improvements to reduce cycle time, increase accuracy and transparency.
• Work with different business segments to develop better procedures and Client offerings, solve problems and investigate issues.
• Create and maintain SOPs, Best Practices, and other documents; participate in standardization initiatives.
• Participate in strategic meetings with decision makers; gain insight into industry trends.
• Responsible for analyzing and forecasting data related to planning, MIS, and scheduling activities.
• Preparing ad-hoc reports & analysis for management reporting and needs.
• Optimizing resource allocation by monitoring seat utilization rates over time.
• Planning and organizing long term plans aligned to Operations requirements.
• Initiatives to be taken in terms of better management of the systems by placing proactive controls before rollout to the Management/Ops team.

Skills

Communication

Teamwork

Problem-solving

Education

Bachelor's degree or higher

Tools

MS Excel

MS Word

PowerPoint

Job description

Dialer & WFM

Job Roles & Responsibilities

• Ideating and sharing data-driven insights to help stakeholders to undercover trends and underlying drivers of growth and profitability to inform business strategy.
• Closely collaborate with Business partners to maximize the business value of solutions with innovative platform and intelligent enhancements.
• Driving ongoing process improvements to reduce cycle time, increase accuracy and improve transparency.
• Work with different business segments to develop better procedures and Client offerings, solve problems and investigate issues.
• Create and maintain Sops, Best Practices, and other documents. Participate in standardization and continuous improvement initiatives by attending various high level.
• Strategic meetings with decision makers, gain insight into industry trends.
• Responsible for analyzing and forecasting data related to planning, MIS, and scheduling activities.
• Preparing ad-hoc reports & analysis for management reporting and needs.
• Optimizing resource allocation by monitoring seat utilization rates over time so businesses can identify times when they are operating at low capacity and adjust staffing and resource allocation to maximize utilization.
• Planning and organizing long term plans and ensuring same is aligned to Operations requirements.
• Initiatives to be taken in terms of better management of the systems by placing proactive controls/checks before rolling it out to the Management/Ops team.

Candidate Requirements

• Good communication skills.
• Candidate should have a Bachelors/Post graduate degree in any stream with minimum 2-5 years of Workforce Management experience.
• Must be a WFM analyst on paper for at least 2 years into International BPO.
• Candidate should have prior experience in U.S. process.
• Should possess strong execution skills along with demonstrated ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions.
• Strong communication and interpersonal skills with evidence of teamwork and collaboration. Advanced working knowledge of Microsoft applications -Excel, Word, Power Point.
• Preferred Qualification – Any Graduate.