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05/05 Abhishek JP
Managing Director at Search Light Consulting

Views:1015 Applications:256 Rec. Actions:Recruiter Actions:0

Manager - Analytics (4-8 yrs)

Bangalore/Hyderabad Job Code: 820579

The role will require planning of strategic solutions to meet demand, cost, operational, recruitment feasibility and legal constraints across multiple Sites, Operating Units and Global Outsourcing Partners worldwide. The ideal candidate will possess strong analytical and optimization skills and will be an excellent communicator to enable effective stakeholder and partner management. A successful Headcount Planner will possess exceptional negotiation skills, project management experience, strong financial acumen, high degree of ownership and attention to detail with or without reasonable accommodation. This role will be based out of HYD.

Responsibilities :

- Generate short and long term staffing plans by effectively balancing customer experience, forecast volatility, associate experience and profitability of the network.

- Strategize on network allocations weekly, monthly and yearly in order maintain a cost favorable position and optimize resource utilization across Sites, Operating Units, Global Outsourcing Partners and Business Verticals.

- Constantly analyze, review and challenge forecast trends/movements/patterns to ensure alignment.

- Develop a thorough understanding of forecast groups (agent skills), contact channels (such as phone or text) and language wise volumes.

- Lead regular network strategy calls and partner with senior leaders across Capacity Planning, HR, Operations and Finance. Clearly articulate staffing plans with associated risks and mitigation options.

- Plan for any risks and volatility in volume by closely reviewing long term and short term staffing plans. Make relevant stakeholders aware of levers in flexing capacity with defined timelines.

- Actively participate in new (business/skill/channel/geography/product) launches and anticipate/voice out any risks associated with (scalability/staffing plans/service levels/finance goals/customer experience) of the designated network.

- Challenge legacy forecasting/staffing models, constraints/dependencies/practices to identify opportunities of improvement and standardization across the WWCS.

- Partner with tech/product teams to leverage technological solutions to enhance efficiency/accuracy/quality of capacity planning tools and SOP's.

- Regularly review performance of KPIs across productivity/finance, analyze and deep dive on any deviation to plans and chart out clear and actionable opportunities for course correction in partnership with relevant stakeholders.

Basic Qualifications :

- Bachelor's Degree in mathematics, statistics, computer science, engineering or related quantitative analyses fields.

- MBA from a premier School.

- Ability to observe, listen, learn, adapt, negotiate, influence and deliver results

- Experience in Excel, SQL, Access and related statistical/planning tools.

- 2-3 Years- work experience in any planning/quantitative analysis role

Preferred Qualifications :

- Advanced degree/certification in a quantitative field (mathematics, stats, engineering, economics or science).

- Experience in Modelling, Forecasting, Supply Planning and/or Inventory Management.

- Experience with customer service operations/planning/program/project management.

- Experience or sound knowledge of Six Sigma/Lean tools and processes.

- PMP Certification / MBA.

- Comfortable working in a diverse group and contributing to an inclusive culture

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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