*Walk-In Drive in Hyderabad – 19 & 20 September 2024 – 2 to 4PM**
WFM (Resorce Planning & Consulting) Analyst
Profile Description
– Real-time monitoring of Service Levels and Capacity in the MAS Payroll Client Services team
– Coordinate closely with the US and PH WFM teams in the MAS Payroll group
– Scheduling and staffing in accordance with the forecasted requirements
– Administration of Workforce Management tools.
– Ability to pull ad hoc data/reporting to generate analysis on demand.
– Assist with special projects and other duties as assigned.
– Assist with monitoring daily associate attendance and report findings to the Leadership team.
– Generate departmental reporting on a daily, weekly, and monthly basis and distribute reports to the relevant stakeholders. Manage inquiries received related to departmental reporting.
– Identify and recommend staffing requirements by forecasting short and long term volume/projections. Present findings for recommended schedule changes to the leadership and support teams. Execute staffing strategies to ensure service levels are met
– Monitor and analyze past trends, forecast future volumes and create operational plans and mitigations as relevant.
– Work with the leadership team to develop, recommend and implement workforce solutions to maximize productivity and performance levels.
– Responsible for managing intraday activity. Work effectively and efficiently with Ops leaders
– Effectively manage shrinkage (Leave + Intraday shrinkages) to ensure that Service Levels are met for MAS Voice teams while keeping associate experience also in sight.
Eligibility Criteria
– Should have 1+ Years minimum WFM analyst experience managing reatime adherence and scheduling and reporting
– Should have strong knowledge of systems and tools used in a Voice contact center environment such as Genesy/ Gencloud . Powerapps etc
– Should have been a strong and consistent performer with proven results
– Proven proficiency in prioritizing critical client issues and managing workflow
– Proficiency in the use of PC applications- advanced Excel and Power point skills are a must
– Should have good verbal and written communication skills
– Should have good analytical skills with an ability to quickly calculate figures and amounts
– Should be flexible to work in different schedules as per business requirement
– Should have strong Planning & Organizing skills
– Experience in a similar role would be preferred however not mandatory
Time and Venue
19th September – 20th September , 2.00 PM – 4.00 PM
ADP Private Limited ADP Boulevard, Survey No:88/AA and 88/E, Nanakramguda Village, Serilingamapally Mandal, Ranga Reddy District Hyderabad, Telangana – 500008 (View on map)
Contact – Arjun Dhir
