5,444 Workforce Planning jobs in India
Workforce Planning Associate
Posted today
Job Viewed
Job Description
H
**Function/Department**
Contact Center Planning & Analytics
**Date**
5/13/2021
**Requested Job Title**
Customer Care Planning Associate
**Job Code**
US-S0006
**FLSA **Status**
Non exempt
**EEO Category**
1
**Career Band and Level**
**Management Level**
H-SPE
**Reports to (Job Title)**
Manager, Contact Center Planning & Analytics
**Direct Reports (Yes/No)**
No
- Note: The final Job Title will be determined by Compensation. _
**High Level Summary**
The Contact Center Planning Associate will provide real-time support to the Contact Center, improving overall queue performance management. You will work across the business to achieve operational goals by reviewing service performance and drivers, identifying plan discrepancies in real-time results, and performing root cause analysis. You will also provide recommendation to the business to maximize effectiveness and realign resources for optimal performance.
**Essential Functions/Responsibilities**
- Monitors contact center service indicators and initiates real-time action plans with business partners.
- Communicate with Phone CSRs on regular basis for activity alerts and status changes as needed.
- Tracks and reports on CSR attendance and adjusts staff schedules as needed.
- PerformsPerforms adjustments, maintains daily logs, and monitors phone agent adherence to schedule.
- Tracks PTO requests
- Schedules off-phone events through supervisory discussions and queue assesment.
- Assists in preparing other WFM reports as needed.
- Identify process gaps and opportunities for increased service levels.
- Report information to leadership and provide solution recommendations.
- Maintain working relationships with leadership and business partners, ensuring their support needs are met.
**Education Requirements**
- High School Diploma
**Experience Requirements**
- 1+ years Customer Service/Contact Center experience or workforce management experience
- Previous financial service industry experience
**Skills and Abilities**
- Ability to take initiative, seek out root causes and explain business performance.
- Ability to think clearly and act positively under pressure.
- Excellent organizational skills and ability to balance several on-going projects simultaneously.
- Clear communication skills and ability to deliver oral presentations with confidence.
- Knowledge of call center management calculations, technologies and key performance indicators.
**Certifications, Licenses and/or Registrations - Completing this section is optional**
- N/A
- The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the job's requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads. _
**Equal Opportunity Statement
Sr. Manager/ Manager- Strategic Workforce Planning
Posted 1 day ago
Job Viewed
Job Description
1.Team Leadership and Management: Lead, mentor, and develop a team of WFM professionals, including planners, schedulers, and analysts. Conduct regular performance reviews, provide feedback, and support professional development for team members. Coordinate team activities and ensure alignment with departmental and organizational objectives. 2.Strategic Workforce Planning: Develop and implement workforce management strategies to align staffing levels with business needs and objectives. Oversee forecasting and planning processes to predict future staffing requirements and manage capacity effectively. 3. Scheduling and Optimization: Ensure the creation and management of efficient employee schedules to meet operational demands and service level agreements (SLAs). Implement and monitor scheduling practices to maximize coverage and reduce scheduling conflicts. 4. Strategic Project Management & P&L Ownership: Manage the global client services budget across multiple stakeholders and teams for accurate resourcing and timely budget adherence. 5. Data Analysis and Reporting: Analyze workforce data and generate reports on key performance indicators (KPIs), staffing efficiency, and operational performance. Provide insights and recommendations to senior management based on data analysis to support strategic decision-making. 6. Process Improvement: Identify and implement process improvements to enhance workforce management practices, increase efficiency, and reduce costs. Stay updated on industry trends and best practices to continuously improve WFM processes and systems. 7. Collaboration and Communication: Work closely with other departments, such as HR, FP&A, operations, and IT, to ensure effective coordination and communication. Communicate workforce management strategies, changes, and updates to relevant stakeholders and ensure clarity of expectations. 8. Compliance and Documentation: Ensure compliance with labor laws, company policies, and industry regulations in all workforce management activities. Maintain accurate documentation of workforce management processes, policies, and system configurations.
Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience). 10+ years of experience in Strategic Workforce planning, with at least 5 years in a leadership position. Proven track record in leading SaaS implementations and customer success initiatives. Experience working with cross-functional teams (sales, product, engineering) in a fast-paced SaaS environment. PMP, ITIL, or other relevant certifications are a plus. Strong understanding of SaaS business models and subscription-based services. Additional Skills (Nice to Have): Advanced degree (MBA or relevant technical master’s degree) Experience in a specific vertical or industry (e.g., healthcare, finance, etc.) is a plus. Familiarity with emerging technologies such as AI, machine learning, or data analytics
Manager - Workforce Planning and Insights
Posted 1 day ago
Job Viewed
Job Description
We are looking for a self-motivated, energetic Reporting and Analytical manager to join our Global Human Resources (GHR) Workforce Planning and Insights Team. The role will manage a team, creating and implementing strategies and driving continuous improvement within the function. The Ideal candidate will be responsible for providing timely and high-quality reporting and analysis on HR data that will help identify trends and provide guidance that will drive global business decisions. The Analyst will partner with the internal teams and stakeholders to understand the need for data and provide insights and analysis to support leaders and business in critical decision-making process. This person will also support technology-based platforms, functionality implementation, automation and maintenance.
Key Responsibilities
In collaboration with team leads, build and implement a yearly reporting and analytics strategy, setting priorities and driving the team to reach milestones
Manage all phases of reporting projects: provide consultation, analyses, data interpretation, and presentation
Design and develop metrics, intuitive reports and dashboards, and effective visual aids that result in actionable insights that support key business decisions
Serve as a Tableau Subject Matter Expert with knowledge of Tableau server management, data modeling and data visualization best practices. Assist team in problem solving challenges related to both dashboard maintenance and development
Recruit, train, develop and supervise analyst-level employees
Establish collaborative relationship with internal clients including HR Centers of Excellence (CoEs) and HR Business Partners (HRBPs), corporate function and business leaders
Anticipate future demands of initiatives related to people, technology, budget and business within your department and design/implement solutions to meet these needs
Document and update reporting processes. Proactively identify opportunities to drive reporting standardization and optimize reporting delivery solution. Make recommendation on improvements to organizational efficiency and effectiveness
Create connection with HR analyst community on an on-going basis. Support HR analyst community to leverage expertise and share knowledge and best practices across Global HR
Qualifications
Bachelor’s degree. Field of study in Human Resources, Business, Finance, Computer Science, or Information Management a plus
9 -11 years of working experience in performing HR reporting and analysis
Managed a team
Tableau Subject Matter Expert with knowledge of Tableau server management, data modeling and data visualization best practices
Knowledge and hands on experience of Workday is a must
Strong technical skills with expertise with MS Office Suite including Advanced Excel, PowerPoint and Visio (Desirable)
Ability to write intermediate level SQL queries and experience with programming languages such as R and Python a plus
Driving continuous improvement within the function (Agile, Scrum is an added advantage)
Intellectually curious and have strong desire to learn new tools and Technology
Demonstrated business acumen and strong analytical and problem-solving skills,
Strong verbal and written communication skills including the ability to communicate reporting and analytical insights to a non-technical audience
A self-starter with the ability to manage ambiguity. Thrives in a fast pace, constantly changing environment; can adapt plans due to changes in priorities and/ or clients objectives
Demonstrated ability to work well both independently and in a team setting
Operations Research Scientist Associate - Workforce Planning
Posted 1 day ago
Job Viewed
Job Description
Join our dynamic Workforce Planning (WFP) team within Consumer and Community (CCB) Operations division. Be part of a forward-thinking organization that leverages data science to optimize workforce efficiency. Contribute to innovative projects that drive impactful solutions for Chase's operations.
As an Operations Research Analyst within the WFP Data Science team, you will tackle complex and high-impact projects. You will assess unstructured problems, develop practical strategies, and propose solutions to enhance decision-making processes. Collaborate with management to prioritize, time, and deliver next-gen operations research solutions.
Job Responsibilities:
Required qualifications, capabilities and skills:
Preferred qualifications, capabilities and skills:
Workforce Planning and Insights Manager- AVP
Posted 1 day ago
Job Viewed
Job Description
Job Description
We are seeking a Workforce Planning and Insights Workday Reporting Manager to manage internal processes, ad-hoc reporting and analytical requests. The ideal candidate is strategic and data-driven with Workday report writer experience. They will establish collaborative relationships with internal clients including HR Centers of Excellence (CoEs), HR Business Partners (HRBPs), corporate function and business leaders. This role requires identifying, evaluating and recommending tools that can streamline the reporting process and reporting needs of our internal clients.
Key Responsibilities
Manage ad-hoc reporting and analysis needs
Establish collaborative relationship with internal clients including HR Centers of Excellence (CoEs) and HR Business Partners (HRBPs), corporate function and business leaders
Provide consultation, analyses, data interpretation, and presentation; manage all phases of reporting projects
Develop Workday reports and troubleshoot reporting errors
Design and develop metrics, intuitive reports/ dashboards, and effective visual aids that result in actionable insights
Document/ update reporting processes. Proactively identify opportunities to drive reporting standardization, and optimize reporting delivery solution. Make recommendation on improvements to organizational efficiency and effectiveness
Collaborate with team members to share knowledge and resources in an effort to remove roadblocks, foster strong communication, and review optimal resolutions to common challenges
Build HR Data Governance Structure and Dictionary for HR
Create connection with HR analyst community on an on-going basis. Support HR analyst community to leverage expertise and share knowledge and best practices across Global HR
Participate in team projects as needed
Leverage Workday and other tools (e.g., Tableau, Power BI, SQL) to generate data insights for decision-making.
Present strategic insights and recommendations to senior leadership.
Collaborate with various teams to gather data and information from internal systems and databases
Ensure the accuracy and consistency of legal entity data across all reports
Provide insights and analysis on legal entity performance during service management meetings
Participate in service management meetings to understand reporting requirements business needs and strategic goals
Present and discuss legal entity related data including key performance indicators (KPIs) and service level agreements (SLAs) and other relevant metrics
Continuously assess and optimize the reporting processes to ensure the most accurate and timely data is presented during service management meetings
Identify areas for automation within the reporting processes and collaborate with relevant teams to implement such solutions
Ensure compliance with relevant regulations and internal reporting standards
Research, identify tools and software solutions that can improve the efficiency of legal entity reporting
Work with IT and businesses stakeholders to evaluate the effectiveness and integration of potential tools for reporting purposes
Recommend and implement best fit tools to streamline reporting processes and enhance reporting capabilities
Liaise with cross functional teams to ensure smooth data collection and reporting
Communicate effectively with internal and external stakeholders regarding report findings tools and updates
Training and support to teams on new reporting tools and procedures
Qualifications
Bachelor’s degree. Field of study in Human Resources, Business, Finance, Computer Science, or Information Management a plus
6 -10 years of working experience in workforce planning, people analytics, or HR strategy, ideally in a tech or global services environment
Proven experience with Workday Report Writer, building calculated fields and advanced analytics within Workday
Strong analytical and data visualization skills; advanced proficiency in Excel, SQL, and BI tools
Experience leading or influencing cross-functional teams in a matrixed environment.
Excellent communication and stakeholder engagement skills.
Driving continuous improvement within the function
Strong understanding of service management frameworks and reporting requirements proficiency in data analysis and reporting tools example excel power BI, tableau, etc.
Intellectually curious and have strong desire to learn new tools and Technology
Demonstrated business acumen and strong analytical and problem-solving skills
Strong attention to detail with the ability to manage and analyze large sets of data
Knowledge and Hands on experience of Workday, Tableau and Cornerstone On Demand (CSOD) is must
Strong verbal and written communication skills including the ability to communicate reporting and analytical insights to a non-technical audience
Ability to manage ambiguity. Thrives in a fast pace, constantly changing environment; can adapt plans due to changes in priorities and/ or clients objectives
Excellent communication skills both written and verbal
Demonstrated ability to work well both independently and in a team setting
Strong technical skills with expertise with MS Office Suite including Advanced Excel, PowerPoint and Visio (Desirable)
Workforce Planning Level 2 Fulfillment Solution Partner
Posted 8 days ago
Job Viewed
Job Description
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Workforce Planning Level 2 Fulfillment Solution Partner to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
As a Level 2 Fulfillment Solution Partner in NTT DATA, you will have the opportunity to work with a global organization supporting various technologies. Each person within the Workforce Planning Team will have the opportunity to grow and set their own path to success. The ideal candidate will have experience in Workforce Planning or a related field. Those who are motivated and have a sense of ownership will be successful.
**Responsibilities**
+ Responsible for end-to-end internal staffing/resource management for allotted accounts which includes planning, identifying and allocating employees for projects.
+ Interacts with leaders to validate and qualify resource demand from the perspective of skillset, location, cost and lead time, Assess and advise on fulfillment feasibility, to include any associated risks.
+ Hosts and provides reporting for regular demand fulfillment and bench calls with individual practice groups to ensure proactive communication and resolution of issues.
+ Manages employee ramp-downs prior to coming available to determine if they can be reassigned to any upcoming open demand.
+ Triages Resource Requests (RRs), reviews RRs for accuracy, completeness and compliance, and, if necessary, follow up with initiators to get Resource Requests corrected to achieve approval.
+ Interacts with employees to explain projects and setting/managing on role, technology and domain.
+ Coordinates with various departments like recruitment, training, immigration and employee relations for smooth functioning of Workforce Planning Fulfillment Solution Partner activities.
+ Implements standard procedures to handle recurring activities such as monitoring employee assignment end dates.
+ Manages escalations and complaints from delivery in the Demand & Supply cycle of talent fulfillment. (This could require time spent researching an escalated issue or preparing a detailed report to present to management.)
+ Maintains data integrity in NTT tools by generating multiple reports and analyzing the results to find missing and wrong data that impacts report results.
+ Provides input for bi-monthly and monthly Practice Capability reviews for Leadership meetings.
+ Escalates any concerns to FSP Practice Capability Lead as needed.
**Required skills**
+ Minimum 4 years of Workforce Planning experience in IT/ITES
+ Minimum 3 years of experience using Microsoft Office tools (Word, Excel, PowerPoint, Outlook)
**Other Preferred Characteristics:**
+ Detail-oriented with the ability to work independently
+ Highly skilled in MS Excel and pivot tables
+ Prior experience in recruiting highly preferred
+ Good interpersonal and communication skills, high level of tact, diplomacy, and confidentiality
+ Basic project management skills a plus
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
Workforce Planning Level 2 Fulfillment Solution Partner
Posted 8 days ago
Job Viewed
Job Description
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Workforce Planning Level 2 Fulfillment Solution Partner to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
As a Level 2 Fulfillment Solution Partner in NTT DATA, you will have the opportunity to work with a global organization supporting various technologies. Each person within the Workforce Planning Team will have the opportunity to grow and set their own path to success. The ideal candidate will have experience in Workforce Planning or a related field. Those who are motivated and have a sense of ownership will be successful.
**Responsibilities**
+ Responsible for end-to-end internal staffing/resource management for allotted accounts which includes planning, identifying and allocating employees for projects.
+ Interacts with leaders to validate and qualify resource demand from the perspective of skillset, location, cost and lead time, Assess and advise on fulfillment feasibility, to include any associated risks.
+ Hosts and provides reporting for regular demand fulfillment and bench calls with individual practice groups to ensure proactive communication and resolution of issues.
+ Manages employee ramp-downs prior to coming available to determine if they can be reassigned to any upcoming open demand.
+ Triages Resource Requests (RRs), reviews RRs for accuracy, completeness and compliance, and, if necessary, follow up with initiators to get Resource Requests corrected to achieve approval.
+ Interacts with employees to explain projects and setting/managing on role, technology and domain.
+ Coordinates with various departments like recruitment, training, immigration and employee relations for smooth functioning of Workforce Planning Fulfillment Solution Partner activities.
+ Implements standard procedures to handle recurring activities such as monitoring employee assignment end dates.
+ Manages escalations and complaints from delivery in the Demand & Supply cycle of talent fulfillment. (This could require time spent researching an escalated issue or preparing a detailed report to present to management.)
+ Maintains data integrity in NTT tools by generating multiple reports and analyzing the results to find missing and wrong data that impacts report results.
+ Provides input for bi-monthly and monthly Practice Capability reviews for Leadership meetings.
+ Escalates any concerns to FSP Practice Capability Lead as needed.
**Required skills**
+ Minimum 4 years of Workforce Planning experience in IT/ITES
+ Minimum 3 years of experience using Microsoft Office tools (Word, Excel, PowerPoint, Outlook)
**Other Preferred Characteristics:**
+ Detail-oriented with the ability to work independently
+ Highly skilled in MS Excel and pivot tables
+ Prior experience in recruiting highly preferred
+ Good interpersonal and communication skills, high level of tact, diplomacy, and confidentiality
+ Basic project management skills a plus
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
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Workforce Planning Level 2 Fulfillment Solution Partner
Posted today
Job Viewed
Job Description
Req ID: 323251
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Workforce Planning Level 2 Fulfillment Solution Partner to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
As a Level 2 Fulfillment Solution Partner in NTT DATA, you will have the opportunity to work with a global organization supporting various technologies. Each person within the Workforce Planning Team will have the opportunity to grow and set their own path to success. The ideal candidate will have experience in Workforce Planning or a related field. Those who are motivated and have a sense of ownership will be successful.
Responsibilities
- Responsible for end-to-end internal staffing/resource management for allotted accounts which includes planning, identifying and allocating employees for projects.
- Interacts with leaders to validate and qualify resource demand from the perspective of skillset, location, cost and lead time, Assess and advise on fulfillment feasibility, to include any associated risks.
- Hosts and provides reporting for regular demand fulfillment and bench calls with individual practice groups to ensure proactive communication and resolution of issues.
- Manages employee ramp-downs prior to coming available to determine if they can be reassigned to any upcoming open demand.
- Triages Resource Requests (RRs), reviews RRs for accuracy, completeness and compliance, and, if necessary, follow up with initiators to get Resource Requests corrected to achieve approval.
- Interacts with employees to explain projects and setting/managing on role, technology and domain.
- Coordinates with various departments like recruitment, training, immigration and employee relations for smooth functioning of Workforce Planning Fulfillment Solution Partner activities.
- Implements standard procedures to handle recurring activities such as monitoring employee assignment end dates.
- Manages escalations and complaints from delivery in the Demand & Supply cycle of talent fulfillment. (This could require time spent researching an escalated issue or preparing a detailed report to present to management.)
- Maintains data integrity in NTT tools by generating multiple reports and analyzing the results to find missing and wrong data that impacts report results.
- Provides input for bi-monthly and monthly Practice Capability reviews for Leadership meetings.
- Escalates any concerns to FSP Practice Capability Lead as needed.
Required skills
- Minimum 4 years of Workforce Planning experience in IT/ITES
- Minimum 3 years of experience using Microsoft Office tools (Word, Excel, PowerPoint, Outlook)
Other Preferred Characteristics:
- Detail-oriented with the ability to work independently
- Highly skilled in MS Excel and pivot tables
- Prior experience in recruiting highly preferred
- Good interpersonal and communication skills, high level of tact, diplomacy, and confidentiality
- Basic project management skills a plus
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .
Workforce Planning Level 2 Fulfillment Solution Partner
Posted today
Job Viewed
Job Description
Req ID: 323251
We are currently seeking a Workforce Planning Level 2 Fulfillment Solution Partner to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
As a Level 2 Fulfillment Solution Partner in NTT DATA, you will have the opportunity to work with a global organization supporting various technologies. Each person within the Workforce Planning Team will have the opportunity to grow and set their own path to success. The ideal candidate will have experience in Workforce Planning or a related field. Those who are motivated and have a sense of ownership will be successful.
Responsibilities
Required skills
Other Preferred Characteristics:
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at
ITS Workforce Analyst (GWP), Global Workforce Planning (GWP)
Posted 8 days ago
Job Viewed
Job Description
IT Services Variable is looking for a Workforce Analyst who can be a part of a fast-paced capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort.
In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.
Responsibilities include:
- On-going generation, creation, and maintenance of accurate data/reporting
- Run "what-if" scenarios for staffing
- Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.
- Support the production, communication, & implementation of service level action plans
- Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
- Work with operational and support teams to effectively plan non-productive time (NPT)
- Ensure accurate recording and reporting of metrics
- Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies
- Work closely with leadership to identify "hot spots" and take appropriate actions to minimize any impacts
- Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
- Evaluate and implement opportunities for improving workflow processes and automation of processes
- Monitor adherence to productivity and SLA
About the team
Global Workforce Planning (GWP) is a team responsible for ensuring support teams have the right people, in the right place, at the right time to provide support for customers. GWP facilitates the end-to-end process from planning to execution in partnership with stakeholders.
This process starts with planning, followed by scheduling, and real time monitoring. GWP works with leadership across all regions to ensure our production staff is available to meet customer demand.
Basic Qualifications
- Experience demonstrating problem solving and root cause analysis
- Experience writing complex Excel VBA macros
- Experience defining requirements and using data and metrics to draw business insights
- Experience using hard data and metrics to back up assumptions and concepts
Preferred Qualifications
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience in Excel (macros, index, conditional list, arrays, pivots, lookups)
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.