AddressReporting to: Head Talent Acquisition
Industry Experience : BFSI, Big 4 and Management Consulting
Qualification: MBA from a Tier-1 Institute
Post Qualification Experience: 5-8 years
RESPONSIBILITIES:
Forecasting - Coordinate with the Practice Heads / Function Heads / Partners to define the volume forecast for different Practices and Support Functions.
Planning - Assist to prepare the AOP by coordinating with the relevant stakeholders and monitor the implementation of the plan within the budgets.
Readiness - Communicate the manpower count to the outsourced partners & stakeholders to drive the Service Levels, Answering % and Abandon by predicting Spikes, Manpower Planning, rigorous Follow Ups, preparing RCAs, suggesting Alternate Method during roadblocks etc.
Analytical Skills/Reports - Navigate MS Excel expertly and prepare reports / models and use them as tool to the prepare different data cuts for planning and forecasting. Good analytical skills for MIS, number-crunching & reporting to internal customers and the management.
Delivery - Deliver on KPIs such as SLs, Average Handling time, Abandons, Forecast Deviation, Average response time etc.
Billing & Invoicing - Validate the billing details of the outsourced partners and upload the invoices in the internal systems to get the payment processed in a timely manner.
IDEAL CANDIDATE PROFILE:
- Advanced level expertise in MS Excel, MS PowerPoint, WFM principles & building forecasting models.
- Must be a self-starter who requires minimal supervision, with excellent problem-solving skills.
- Understanding of Forecasting/Scheduling/Capacity Planning principles.
- Understanding of WFM functioning and deliverables.
- Good analytical skills for MIS, number-crunching & reporting to internal & external customers.
- Good verbal & written communication skills.
