Senior Analyst, WFM

Hyderabad, Telangana

Senior Analyst, WFM

  • Hyderabad, Telangana
  • Full time
  • Opening on: Nov 4 2024
  • In Office
  • Ascensus
  • Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
  • Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
  • Collaborate with tactical Workforce teams
  • Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
  • Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
  • Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
  • Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
  • Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
  • Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
  • Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors Provide recommendations on adjusting staffing levels based on future business needs.
  • Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
  • Provide requirements for staffing, hiring plans and Mandatory training plans to the operations team.
  • Analyze historical data for Client volumes and Agent line requirements on complex projects and work with the operations team to get the inputs on staffing requirements, Shrinkage details, Absenteeism & Attrition.
  • Develop and run long, medium and short-range forecasts based on operations requirement using different forecasting methods.
  • Perform other work as required and assigned.
  • Analyzing and providing the data based on the adhoc requests to the management team.

 

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.


At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for a better future through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity—housed within our Core Values: People Matter. Quality First. Integrity Always.®


Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).

Apply Now

Not You?

Thank you! You will now be redirected.