Associate Technical Analyst - Workforce Management

Associate Technical Analyst - WFM

This is an internal position.

 

Location: IN - Bangalore 24/7 | Job-ID: 217099 | Contract type: Standard | Business Unit: Service Desk

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

 

What you’ll do

• Forecasting & Capacity Planning: Develop and refine long-term and short-term forecasts using historical data, business trends, and predictive modeling.
• Scheduling Optimization: Design and implement efficient scheduling strategies to meet service level goals while minimizing labor costs.
• Real-Time Performance Monitoring: Oversee intraday operations, identify deviations, and recommend corrective actions to maintain SLA compliance.
• Reporting & Insights: Create and present actionable reports and dashboards to leadership, highlighting trends, risks, and opportunities.
• Process Improvement: Lead initiatives to enhance WFM processes, tools, and methodologies for greater accuracy and agility.
• Stakeholder Engagement: Collaborate with operations, HR, finance, and IT to align workforce strategies with business objectives.
• Mentorship & Leadership: Guide junior analysts in best practices, data interpretation, and professional development.

What you’ll need

• Excel (advanced), SQL, WFM platforms (e.g., Genesys, Verint), BI tools (e.g., Power Bi, Tableau)
• Forecasting, trend analysis, scenario modelling
• Stakeholder presentations, data storytelling
• Team coaching, cross-functional collaboration

Experience and Education

• 1 to 3 years in WFM, analytics, or contact centre operations
• Bachelor's degree in a relevant field or equivalent work experience or relevant technical certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).

Skills:

• Expert knowledge of Excel, use of pivot tables and formulas
• Forecasting call volume and workload trends
• Ability to work collaboratively in a team with 24/7 work environment.

About us With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.

Experience Level

Mid Level