Associate Analyst Delivery Management

What success looks like in this role:
Key Responsibilities/Outcomes
Responsible for managing the delivery for few clients. Delivery includes implementing the FSR (WFM) Cycle end to end.
Knowledge Enhancement
Focus on improvement areas by client for all FSR (WFM) metrics
Effective Coordination within all stakeholders
Initiatives that would improve the process/metrics for an account/Region
Core Competencies/Skills:
Certification/Knowledge in Work Force management tools Aspect / IEX / Genesys and exposure to telephony system CMS / Avaya / Genesys and Six Sigma Trained would be preferred.
Must require end to end FSR (WFM) operation experience, strong capacity planning experience, solution development, design and implementation.
Strong exposure to building Long, Medium and Short Range forecast.
Capable of predicting and reviewing trends based on historical information.
Strong knowledge on FTE and budget building.
Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long term planning, forecasting to ensure maximum effectiveness and efficiency.
Experience with the Service Delivery process and have worked in Virtual environment. Sound understanding of Metrics and key performance drivers, Proven experience or knowledge in using practices, processes & technology tools in Service Delivery environments
Need to have Advanced Excel & Macro experience
Keeping in regular touch with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.
Ensuring the accuracy and timeliness of client reporting
Eye for detail, ability to spot trends in data, deviations etc.
Strong People Management & Communication Skills
You will be successful in this role if you have:
Education & Certifications – Bachelor’s in Commerce, Bachelor’s in Business Mgmt, Bachelor’s in Mathematics, Bachelor’s in Statistics, Bachelor’s in Engineering. and 0-2 years’ relevant experience OR equivalent combination of education and experience
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