Department: Workforce Management
Management Responsibility for: WFM, MI, and General Account and business Stakeholders
Travel Required: (On-site travels may be required as per business needs)
Location: UK Remote
Contract Type: Temp
Grade: Analyst
Job Summary / Overview
As a valued member of the Workforce Management team, you will have a key role in the planning, short, mid, and long-term forecasting of workloads, scheduling, supporting MI analytics, and working closely with the wider WFM team members in the organization to deliver to account and stakeholder requirements.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
* Thorough, in-depth knowledge in resource planning, scheduling (hands-on experience in WFM tools preferred), and able to demonstrate effective coordination with RTA and MI team members to support account requirements and deliverables.
* Maintain HC reports, track trends, and maintain relevant MI. Verify and monitor historical and real-time performances to produce short-term/midterm outlook of FTE projections to client forecast and financial outlook, delivering optimum forecasting accuracy.
* Optimize resources and plans to drive financial efficiencies in the business.
* Maintain coordination and engagement with RTA & MIS team members to adjust for exceptional short-term capacity changes, and participate in reviews on real-time trending and deviations against plans.
* Perform scenario planning to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, etc., while delivering to client demands of resource planning KPIs and SLAs.
* Display advanced facilitation and presentation skills.
* Support stakeholders in the development and review of plans, costs, and resource allocation weekly, and for the required financial outlook.
* Create and maintain functional templates (activity) to ensure accuracy and timeliness of repetitive or ad-hoc reporting requirements.
* Utilize data from various workforce management tools, Client and Internal MI to provide in-depth analysis of workload from time to time to improve operational performances.
* Competently use all Microsoft programs, work effectively under pressure, meet deadlines, and adjust to changing priorities.
* Prepare and present on Weekly Business Review with Internal and Client stakeholders, and possess exceptional communication skills and leadership to drive change in process and behavior.
Main Job Requirements
Skills in using a Workforce Management tool (2 years)
Intermediate to Expert Skills in Excel
Experience with Omnichannel
Experience in working with Outsourcers
Required Skills
Analytical and Technical Skills
Comprehensive computer skills
Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook, and others
Working knowledge of workforce planning software, specifically IEX.
Competencies and Specific Skills
Customer focused
Communicative and influential
Personally effective
Team Player
Knowledge of WFM systems and practices
Creative and flexible
Organized
Commercially aware
Lives and breathes the company values
Able to confidently challenge at a senior level
Strong resilience and focus
Contract KPI knowledge and awareness
Self-motivated
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