WorkForce Management Analyst

Technical Support Ahmedabad, Gujarat


Description

Role: Workforce Management - Analyst

Key Responsibilities:

  • Volume forecasting and capacity planning across different product lines and different channels of customer engagement.
  • Ensure SLAs are met month-on-month, at the planned volume / headcount
  • Create multiple Forecasting Models considering business inputs as variables like customer behaviour, decay, regression, time series
  • Drive forecast accuracy targets at a Quarterly / Month level for the defined product lines within support
  • Develop & deliver dashboards / presentations to senior management on a regular basis
  • Proactive Detection, Alerts and Notifications on Gaps (accuracy of forecast, daily plans, schedules, utilization etc.,)
  • Work with internal departments (sales / marketing / product) to drive inputs into the forecasting model & build to better accuracy
  • Benchmark WFM practices, identify gaps and create roadmap to facilitate continuous transformation of WFM Services
  • Build the framework for annual operating plan, deriving Vol., HC, Sales forecast & operational efficiencies (track to milestones, benefits, accuracy etc.,)
  • Ability to plan & execute business continuity plans

Required Qualifications:

  • Minimum 4+ years of work experience in customer contact planning environment
  • Advanced level expertise in MS Excel and MS PowerPoint
  • Must be a self-starter who requires minimal supervision, with excellent problem-solving skills
  • Understanding of Forecasting/Scheduling/Capacity Planning principles
  • Understanding of WFM functioning and deliverables
  • Good analytical skills for MIS, number-crunching & reporting to internal & external customers.
  • Good verbal & written communication skills
  • Proactive decision-making skills

Who We Are:
Litera Microsystems is the leading provider of software for drafting, proofreading, comparing, repairing and cleaning documents in the legal and life sciences industries worldwide. Our core products empower users to generate, review, and distribute high-quality content quickly and securely, from any device. Today, Litera Microsystems supports thousands of document-intensive organizations across the globe, helping them satisfy the complex demands of clients and regulators.