Workforce Management Senior Analyst

Overview

WHO WE ARE:

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.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS:

For remote positions, all candidates must complete a video screen with our corporate recruiting team.

Responsibilities

POSITION SUMMARY:

We are looking for a Workforce Management Senior Analyst for a remote based opening in India.

We are looking for outstanding candidates to collaborate on our client’s project as we continue to build out our highly successful workforce and business analysis team. Our team provides a critical role to a large Enterprise level client in the IT contact center sector.

Ideal candidates have excellent communications and analytical skills as well as experience working under time constraints. Other qualification for strong candidates is experience working with international companies, familiarity with contact center operations, workforce management teams, and in-depth knowledge of reporting tools

WHAT YOU WILL BE DOING:

• 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

MINIMUM QUALIFICATIONS:

• 5+ years’ Workforce Management experience, specifically with strong WFM knowledge.
• Excellent verbal and written English communication skills.
• Experience in building and reviewing data models in Excel.
• Hands-on expertise in Excel, Power BI, and Power Query
• Experience with Erlang based modeling and Occupancy based modeling in Excel
• Expereince with Calabrio is highly preferred.
• 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.
• 24 X 7 HOOP
• Should be a Team Player with passion for individual initiate.
• 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

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.