Senior Workforce Analyst

The Responsibilities : Manage the global seat allocation for agents.

Consolidation of data across all programs.

Analyzes gathered data and ensures utmost accuracy.

Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.

Assist WFM Planner on new program sizing.

Knowledge, Skill Set & Qualifications Required (External) Minimum 2 years of experience in MIS / WFM role with basic understanding of scheduling, forecasting and capacity planning.

Experience in extracting data from CMS and other reporting platforms.

Experience in automating task / reports that are manual to reduce cycle time and defects.

Advance user of G Suite Apps, Excel and other MS Office applications.

Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.

Experience in developing dashboards with useful visualization.

Must have a good attendance record.

Amenable to work onsite and graveyard shifts.

Excellent time management and prioritization skills.

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