Senior Analyst- Global Workforce Management

Broad Function:

The role of the Senior Analyst exists as a backbone to the operations management. He/She is expected to identify & report call centre performance & validate demand projection accuracy. He/She is the front line personnel to base his analysis  on pertinent data employing statistical tools & calculations to arrive at a rational conclusion.

Performance Responsibilities:

• Contribute to the company vision of being the industry leader through quality, commitment, courtesy and teamwork.
• Develop and maintain a comprehensive databank, using RDBMS to enable intelligence on call volume, AHT & shrinkage trends for call centre.
• Guide and manage indirect reporting relationships with Capacity Planning & Real Time Analyst teams along with Operations & Clients.
• Determine & report yearly, monthly, daily and intra-day performance by gathering & validating data on contact centre statistics in light of marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with customer care leadership, operations, finance, information technology, outsource partners and others to provision process improvement & performance stability
• Manage process improvement by providing feedback, input and analysis to business partners to develop more scientific, time bound and accurate WFM/ operational / financial models
• Align performance analysis with key call centre performance objectives (service level, utilization, budgeting, etc.)
• Provide analytical insights  to management and product owners in support of future strategic initiatives
• Conduct what if simulations to provide financial / performance advice regarding the impact of business strategies within contact centre.
• Perform other duties as assigned by supervisor.

Candidate profile:

Professional skills:

• Excellent communication and presentation skills in order to share recommendations with colleagues.
• Superior leadership abilities, as well as ability to work with team members on a data science project.
• Creative problem-solving skills and critical thinking.
• Ability to work within a diverse, global workforce that is oriented around customer satisfaction.
• Ability to work independently.

Technical skills:

• Database design and data architecture.
• Data mining and analytics.
• Data security and privacy.
• Data visualization, including tools such as Excel and Excess.
• Knowledge in SQL Server.

Qualifications:

• Minimum higher secondary, Graduates Preferred.
• A minimum of 2-3 years’ WFM experience in a call centre environment