Overview
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 and 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/mid-term 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 with the aim to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, etc., for the workforce, 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 the functional templates (activity) to ensure accuracy and timeliness of repetitive or ad-hoc reporting requirements, and prepare and present on Weekly Business Review with stakeholders if required. 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. Ability to 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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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 and 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/mid-term 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 with the aim to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, etc., for the workforce, 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 the functional templates (activity) to ensure accuracy and timeliness of repetitive or ad-hoc reporting requirements, and prepare and present on Weekly Business Review with stakeholders if required. 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. Ability to 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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