About the job
Analyse information to develop Short and Long Term Forecasts for multiple clients.
Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
Implementation & transition of new projects. Should possess skills in developing & coaching team members.
Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
Implements productivity and revenue increase by driving efficiency and other related initiatives.  


Essential Criteria
Minimum 2 years’ experience within WFM (RTA & Scheduling)
Experience of working with WFM tools and processes, in particular IEX.
Well versed with Excel and other MS programs.
Excellent written and oral communication skills required to interact with all levels of management & client representatives.
Maintain confidentiality.


Desirable Criteria
Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Ability to plan well and set priorities based on need
Good decision making skills
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

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