Discipline - Customer Services

Industry - Traffic/Workforce Management

Job Description - Primary Objective :

- The Manager, Workforce Planning will be responsible to assist in the building of a forecasting and workforce model that will build a competency around forecasting demand and translating that demand into necessary workforce supply for long / medium and short term.

- This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner.

- S/he will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling and emerging technologies.

- In addition, s/he will have accountability for supporting the design, development and interpretation of workforce reports and dashboards including identifying key trends, opportunities and problem areas.

Key Responsibilities:

- Serve as a subject matter expert on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.

- Develop actionable, proactive metrics that drive forecasting capabilities and strategic insights.

- Perform statistical analyses and forecasting techniques and glean critical insights and trends.

- Design reports, scorecards, dashboards and ad hoc analyses that deliver workforce insights and KPIs.

- Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.

- Effectively manage internal relationships with HR Business partners, CoEs as well as Finance and Operations management and act as a credible and consultative partner who understands both business objectives and HR strategies.

- Highlight key organization trends and collaborate with leadership and business partners to identify causes, costs and potential interventions/solutions.

- Proactively manage internal and external vendor/partner relationships to ensure technology and process outcomes meet stated expectations.

- Provide high quality analyses to support evidence-based decision making.- Proactively provide data-based insights and analyses that support leaders in making decisions that positively impact their business.

- Implement processes and procedures to support, streamline and in some cases, automate analytic and measurement strategies.

No. of Openings - 2

Qualification - Candidate Qualifications :

- 5 - 10 years of experience in workforce analytics, planning, forecasting and/or workforce management with a large global call center

- Experience with forecasting and multi-variant statistical techniques and modeling including linear regression, multi-variant regression, etc.

- Experience with labor modeling (e.g. productivity modeling, task timing and task variance impacts).

- Strong Excel skills with preferred experience in or knowledge of Oracle Finance, Hyperion, Workday, SharePoint, etc. Demonstrated technical knowledge of data systems/structures as well as HRIS platforms. Advanced knowledge of statistical software.

- Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends and data. Ability to filter large amounts of complex data and research findings to identify inter dependencies and meaningful patterns and trends.

- Effective oral, written, presentation and interpersonal communications skills including the ability to present complex data in a logical, concise manner. Proven ability to connect tactical deliverables with enterprise objectives and strategies.

- Ability to manage priorities and workflow in a fast-paced environment. Ability to work autonomously and on teams and to lead large-scale projects in complex, global, matrix organizations.

- Minimum BS or BA in related field, preference for MBA or MS in related field such as Operations Research, Statistics, Quantitative Methods, etc.

Essential :

- Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment

- Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.

- Highly developed project management skills and proven ability to deliver organizational projects within

designated timelines

- Well-developed analytical and written communication skills

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