Workforce Analyst_Hybrid BGC_100K

About the position

We are hiring for a Workforce/Reporting Analyst for a client in BGC

This is a hybrid role and the salary is up to 100K

Main requirement is at least 3 years of relevant experience with background on reporting, forecasting and capacity planning ideally in a BPO company

Qualifications

The Requirements

Essential Skills

• Strong analytical and quantitative skills.
• Strong communication and presentation skills.
• Effective collaboration and problem-solving skills.
• Ability to collect, organize, synthesize data and summarize findings into simple, compelling visualizations and dashboards.
• Hands-on experience in creating volume forecasts, capacity models and resource plans in a back-office BPO or Shared Services environment.
• Ability to work within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members.
• Ability to work in a team as well as independently.
• Experience in managing multiple stakeholders and working across geographic boundaries, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate.
• Strong proficiency in MS Office applications, particularly PowerPoint and Excel.
• Interest in Power BI and similar reporting tools, and an enthusiasm to develop expertise in this area.
• 3+ years of reporting experience.

Preferred Skills

• Experience analyzing data and producing reports and dashboards using SQL, Python, SSIS, MS Excel and Power-BI.
• Experience in Power BI.
• Experience implementing and maintaining business-centered performance metrics across a diverse range of processes.
• Experience in operations forecasting, capacity modelling & planning.
• Understanding of developing stored procedures, functions, views and T-SQL programs. Developed and maintained ETL (Data Extraction, Transformation and Loading) mappings using SSIS, to extract the data from multiple source systems.
• Working knowledge of application QA & Testing procedures.
• Good documentation of End User Developed Applications.

Non-Negotiable:

• Capacity Planning, Forecasting, MS Excel

The Role

Forecasting and Capacity Planning

• Lead the collection of all historical data needed for trending, forecasting, and capacity planning volume, AHT, Service Level Targets, Shrinkage, and other factors. Trending needs to be provided down to the interval level or as aligned with business requirements.
• Standardize and document the methods to be used for forecasting and capacity planning. Develop and implement forecasting and capacity planning tools and templates. Provide training, consultative, and necessary support to GSD Leads, Regional Leads, and relevant stakeholders so they can properly adapt to these methodologies and templates.
• Based on trend, forecast the baseline volume, AHT, and shrinkage factors for a rolling period aligned with business requirements.
• Consult with all areas that could impact any of the components to forecasting and capacity planning (e.g. GSD Leads for seasonality, new product launches, etc. and Support Teams for training, recruitment, etc.)
• Review with GSD Leads, Regional Leads, and relevant stakeholders the forecasts and capacity plans at least once a month or as aligned with business requirements.
• Using the forecasted data, create a capacity plan for each GSD Team showing the FTE requirements to deliver all the services assigned to each respective team. Generate a report of this capacity plan with analysis, insights, and recommendations to optimize resources and discuss this with GSD Leads, Regional Leads, and relevant stakeholders at least once a quarter or as aligned with business requirements.

Place of work