Manager/Senior Manager - Analytics - Capacity Planning/Workforce Planning Management

Manager/ Sr Mgr Analytics - Capacity Planning / Workforce Planning Management for a n MNC BPO.

The ideal candidate will possess an analytic, statistical and optimization background to enable strategic workforce planning and strategic service initiatives planning.

- In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Responsibilities :

- Responsible for 2-3 process capacity planning

- Forecast workload and people operational variables.

- Simulate and create best fit schedule based on volume profile.

- Monitoring metrics that is relevant to capacity planning.

- Responsible for managing periodical reporting of capacity performance

- Robust Capacity plan modelling for new units.

Coordinate with internal functions for driving weekly capacity

- Providing recommendations for mitigating capacity risks through weekly engagement

- Team development and performance management

Qualifications / Experience :

- Bachelor's / Master's Degree or higher in a quantitative field (engineering, economics, mathematics) preferred.

- Operational experience in a high volume call and/or technical support environment.

- Previous Capacity Planning experience as well as business intelligence and analytics.

- High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.

- Excellent speaking-listening-writing skills, attention to details, proactive self-starter.

- Demonstrated analytical skills.

- Experience building complex models using various statistical tools for optimization and then communicating plans or risks accordingly.

- 5+years- experience in analysis (Customer Service analysis or Operations analysis) required.

- Proficiency with Microsoft Excel.

- Demonstrated ability to meet tight deadlines and prioritize workloads.

- Proven ability to develop new ideas and creative solutions.

call us @ 040-40101210/11.