Senior Analyst - Workforce Planning and Scheduling

Sr. Analyst, Planning & Scheduling

Job Title:

Sr. Analyst, Planning & Scheduling

Job Description

Process Information :

WFM As a Service. The person will be the single Point of Contact for any Client requirements. The person will be responsible for managing the WFM Verint Services for the aligned accounts and team for various geographies and across all modalities/channels.

Eligibility :

• Associate must have end to end Verint experience

Key Responsibility :

• Acts as a point of contact, subject matter expert, educator, and troubleshooter with regards to Verint WFM scheduling tool
• Perform maintenance activities such as development and maintenance of forecast groups, aux mapping, reporting, etc.
• Evaluate and advise partners to develop Staff Groups and Routing Sets to improve utilization and business efficiency
• Ensures the accuracy and timeliness of all data flowing to and from WFM systems
• Creates and updates profiles, permissions, and maintains user accounts
• Drafts and maintains internal communications policies and procedures related to Verint processes
• Participate in cross-functional activities such as requirements gathering, review and user acceptance testing

Desired Skills :

• Overall experience of 2-4 years and at least 6 Months - 1 year in a planning role.
• Hands on experience in Chrome Operating system and Google sheets
• Experience in Verint / IEX shall be an added advantage (Preferred Verint)
• Experience in managing multi-site and multi-vendor environments.
• 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
• Hands-on Experience in Anaplan will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships

Location:

IND Gurugram - 4th Floor, 20, Delhi - Jaipur Expy, Sector 18.

Language Requirements:

Time Type:

Full time

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Experience Level

Senior Level