[Hiring] Workforce Management Senior Analyst @Beyondsoft Consulting

Role Description

We are looking for a Workforce Management Senior Analyst for a remote based opening in India. Our team provides a critical role to a large Enterprise level client in the IT contact center sector.

• Collect staffing data, conduct analyses of gaps/surpluses/trends, and deliver those analyses to internal and external stakeholders.
• Identify staffing gaps and provide recommendations to suppliers and Service Delivery.
• Perform analysis of historic staffing utilization and resource deployment.
• Experience creating IDP (intra-day Pattern Reports/interval forecasting) manually via excel for volume is required.
• AHT Profiling or FTE Headcount/Productive Hours calculation a plus.
• Delivery of weekly and monthly quality reports.
• Coordinate with operations managers, delivery partners, and call center advocates.
• Lead capacity planning with Service Delivery and all resource lock/performance calls with internal and external stakeholders.
• Should have Scheduling & Staffing knowledge.
• Should be aware of key concepts like scheduling influx, arrival pattern etc.
• Perform additional duties as assigned.

Qualifications

• 5+ years’ Workforce Management experience, specifically enterprise resource planning, capacity planning, and forecasting.
• Excellent verbal and written English communication skills.
• Experience in building and reviewing data models in Excel.
• Experience with Erlang based modeling and Occupancy based modeling in Excel.
• Must have experience with Calabrio.
• Strong ability to prioritize workload and delivery with deadlines.
• Critical thinking and data analysis skills.
• Ability to adapt to a fast paced and dynamic environment.
• Ability to work weekend and/or holidays as needed.
• Should be a Team Player with passion for individual initiative.
• Advanced proficiency in Excel: Building, using, and maintaining complex pivot tables, doing advanced Workforce Management calculations manually (interval based forecasting, erlang, occupancy, etc.).
• Knowledge of Teleopti & Calabrio will be added advantage.
• Advanced knowledge of Workforce Management math/calculations – not relying on automations like IEX.
• MS Office Suite (Word, Excel, PowerPoint, SharePoint, Teams, etc.).
• Experience with visual reporting tools such as Power BI or Tableau.
• Occasional infrequent in person activity may be required.

Benefits

• Competitive compensation and benefits.
• Company culture that embodies continuous learning, growth, and training.
• Dedicated focus on employee satisfaction and work/life balance.

Company Description

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward. Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.

• Global presence spanning four continents (North America, South America, Europe, and Asia).
• Global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.
• Values of collaboration, transparency, and accountability guide our business.
• Strive to foster a workplace where innovative ideas flourish and people can unleash their brilliance.