About the role
- Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)
- The WFM analyst will help with building workforce management models to match the specific needs of the regions.
- Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.
What you'll be doing
- Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues
- Analyze the impact of volume, AHT and shrinkage on staffing requirement
- Maintain operational forecast variance to plan
- Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
- Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers
- Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers
- Establish a professional and collaborative working relationship with the client
- Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
- Working within multidisciplinary teams across both teams to execute project deliverables
- Flexibility around working hours and some international travel may be required
- Communicate and celebrate success and achievements
What you'll bring
- Required Skills & WFM Experience (MNC live channels call, chats and offline: email, social media)
- Ability to work independently, multi-task and meet deadlines
- Analytical interpretation of data
- Proficiency in Microsoft Excel, SQL
- Must be able to work with all levels of the organization in capturing, managing and communicating metrics
- Excellent written and verbal communication skills
- Bachelor's Degree holder (or equivalent experience)
- The ability to develop creative and breakthrough solutions
- Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
- Self-motivating, adaptable and able to inspire and motivate others
- Strong interpersonal skills
- An ability to identify the root causes of issues by analyzing patterns and trends
- Ability to establish and maintain key relationships across both Accenture and the Client’s organization
- Prior experience working in an environment of frequent change
- Able to work on a rotation shift schedule
Even better if
- Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment
- Adaptable to learn new processes, concepts, and skills
- Demonstrates the ability to work as part of a team adding positive attitude and business focus
- Ability to work in a fast-paced work environment
- Enjoying challenging opportunities
- Ability to solve urgent matters and work under pressure
- Reliable, proactive approach to entrusted tasks
What's in it for you
- Annual Performance Bonus
- Night Shift Allowance
- Overtime Payment
- Referral Hire Bonus
- Health and Life Insurance
- IT Asset provided
- 5 days working
- Paid leaves of 26 days (excluding 08 public holidays)
- Team fun activities
- Quarterly Team Outings
- Highly talented, dependable co-workers in a global, multicultural organization
- Our teams are small enough for you to be impactful
- Our business is globally established and successful, offering stability and security to our Team Members
Interview Process
- On-site 30 min Aptitude Test
- On-site screening with our Talent Acquisition Team
- On-site 20 min writing test
- On-site interview loop with 2 x CS Team Members (30 mins each)
- Followed by an offer discussion on the same day
If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.
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