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 :  - Interpret and improve forecasting models by working with technology/data teams on data collection, data analysis and statistical tools   - Create optimal capacity plan for Operations business by managing trade-offs between Customer Experience and Cost Effectiveness   - Coordinate with Sales teams and other stakeholders to analyze historical data and demand forecasts and build out headcount planning models for future growth  - Mitigate capacity risks by managing dependencies across multiple operational teams and sites  - Capacity planning for new business/sites   - Clearly communicate dependencies and manage/track exceptions with Senior Management  - Manage the daily, weekly, and monthly reporting of capacity performance via Key Performance Indicators   - Help manage Investigation and contact routing, monitoring systems and providing recommended workflow options and directives to maintain acceptable service levels  - Project management skills are required for success in this role  Basic Qualifications & Skills :  - Graduate / MBA having 14+ years of overall experience and currently working in an MNC BPO / Contact Centre   - Currently working at senior levels driving WFM (Workforce Planning) and Business Operations  - Demonstrated analytical skills  - Experience in working with complex models using various statistical tools for optimization and then communicating plans or risks accordingly   - Experience in the analysis (Customer Service analysis or Operations analysis)   - Demonstrated ability to meet tight deadlines and prioritize workloads   - Proven ability to develop new ideas and creative solutions  - Operational experience in a high volume call and/or technical support environment   - Basic/Working knowledge of Six Sigma tools and Lean techniques   - Previous Capacity Planning experience as well as business intelligence and analytics  - Experience in driving automation projects  - High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment  - Proactive self-starter   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

Bangalore

Unacademy - Senior Director - Business Strategy/Workforce Management & Operations   

Unacademy - Senior Director - Business Strategy/Workforce Management & Operations    ,Job Description for Unacademy - Senior Director - Business Strategy/Workforce Management & Operations    in Unacademy in  Bangalore for (14-22) years of experience. Apply Now!

Job Description for Unacademy - Senior Director - Business Strategy/Workforce Management & Operations    in Unacademy in  Bangalore for (14-22) years of experience. Apply Now!