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Workforce Analyst

Mumbai, MH
Job Code:
  • Banking & Finance
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Job Details

As the Workforce Analyst within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB), you provide analysis and research that will provide a basis for schedule creation to maintain staffing level objectives. The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.Knowledge of historic and future service level outlookParticipation in daily leadership calls, identifying opportunities from prior day, recommendations for current dayDetermine amount of overtime necessary and communicate recommendations to leadershipComplete pre planned segment entry of incoming requests within predefined guidelines that do require analysis of service levelDevelop and monitor internal control reports to identify/correct processing errorsEngage Entitlement Managers on LOA case tracking and entitlement balancesProvide mentoring to peers/new hiresEngage with leadership and provide strategic recommendationsProvide process education to leadership when appropriateComplete and communicate group allowance reviews and updatesQualificationsTechnical skillsBasic skills in MS Excel, Access, and PowerPointBasic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferredKnowledge base/Education2 years direct Financial Services Call/Contact Center experience preferredBasic knowledge of telephony/call routing and workforce platformsStrong understanding of cross-LOB Workforce Management practicesGeneral understanding of Project Management best practicesGeneral skills/attributesExcellent written and verbal communication skillsStrong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysisAbility to team and partner collaboratively with business partnersDemonstrated ability to influence people at a variety of levels internally and externally
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-6


Business/Systems Analysis | Database Administration (DBA) | Project Leader/ Project Manager | Software Engineer
Applying for this job will take you to an external site


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