Senior Analyst, WFM

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Role and Key Responsibilities

• Create Capacity Plans for Enterprise and co-create with partners for their sites
•  Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
• Oversee the overall Capacity planning for HC
• Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
• Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends
• Review DOW and Intraday Patterns
• AHT profiling
• Assumption Management
• Own HC reconciliation with partner WFM teams.

Key Skills & Knowledge

• Overall experience of 8-10 years and at least 3-7 years in a planning role.
• IEX – WFM Experience and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
• Experience in managing multi-site and multi-vendor environment
•  Strong process and mathematical orientation
• Experience of data modelling, simulations and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics
• Strong business acumen
• Should be a good communicator and a collaborator
• Strong Communicator and decision maker
• Strong attention to detail and sense of professionalism and ability to develop relationships

QUALIFICATIONS

• Graduate

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