Key Deliverables: 

• Interface with Analysts, Team leaders, and other members of management
• Execute the dialing strategy for GNA markets to ensure strong RPC (Right Person Contact) and minimum abort rates
• Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
• Manage, update and report real-time activities in the department
• Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.
• Record and maintain a count of productive FTEs
• Capacity Management for sub-processes
• Work with Short Term Forecasting Team, for IDPs and Staffing
• Leave Cap Formulation; provide advisory support on release of FTEs from the process
• Communicate systems, voice response and Telecommunication issues to the department
• Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives
• Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
• In-bound call pattern analysis, trending and staff alignment.
• Maintain strong relationships with the Team Leaders and SDL 's to improve overall understanding and awareness of daily/weekly business impacts
• Feedback, Huddle timings, training schedules and other Off-The-Phone activities. 

• Minimum Qualifications

Functional skills:

•   Bachelor’s degree (Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus
•   2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred
•   Proficiency in Workforce Management tools such as Avaya, eWFM, Genesys as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage
• Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
• Strong organizational and project management skills
• Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines
• Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment

Behavioral Skills/Capabilities:

• Delivers high quality work with direction and oversight.
• Understands work goals and seeks to understand its importance to the BU and/or the Blue Box
• Feels comfortable taking decisions/ calculated risks based on facts and intuition.
• Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change.
• Maintains a positive attitude when presented with a barrier.
• Demonstrated ability to challenge the status quo & build consensus.

Technical Skills/ Knowledge of platforms:

• Proficiency with Microsoft Office, especially Excel, and PowerPoint
• Project management skills, knowledge and experience of successfully leading projects, a plus
• Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) to write codes independently and efficiently will be useful
• Knowledge of machine learning will be an added advantage.
• Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau, a nice to have

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities