Job Summary / Overview
As a valued member of Workforce Management team, you will have a key role of an WFM Analyst/ SME, working closely with planning, Short, mid and long-term forecasting of workloads, Scheduling, supplying info and insights to the business, collaborating closely with the wider WFM team to deliver to Internal/ Client stakeholder resourcing requirements.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
- Thorough, in-depth knowledge in capacity planning, scheduling (…hands on experience in WFM tools preferred – Anaplan, Tableo. Also, relevant training will be provided for account support), and able to demonstrate effective coordination with RTA and MI team members to support account resourcing requirements.
- Maintain HC reports, track trends and maintain relevant MI, Verifies and monitors historical and real time performances to produce short term/ midterm outlook of FTE Projections to client forecast and financial outlook, and deliver to the optimum forecasting accuracy.
- Optimizing resources and plan to drive financial efficiencies in the business.
- Maintains coordination and engagement with RTA & MIS team members to adjust for exceptional short-term capacity changes, and participate in reviews on real time trending, and deviations against plans.
- Perform scenario planning with aim to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shift, rotations etc for the workforce, yet delivering to client demands of resource planning KPI’s and SLA’s
Supports stakeholders in the development and review of plans, costs and resource allocation Weekly, and for the required financial outlook - Create and maintain the functional templates (activity), to ensure accuracy and timeliness of repetitive or add-hoc reporting requirements, and to Prepare and present on Weekly Business Review with stakeholders if required
- Utilize data from various workforce management tools, Client and Internal MI to provide in-depth analysis of workload from time to time to improve Operational performances.
· Identify Recruitment POC that will sign the Background checks to support Onboarding processes. |
· Setup short sync with User management POC, Trainer Lead and Recruitment POC to set the Starter-Changer-Leaver Process |
· Create onboarding requests for each wave of users |
· Invoicing POC main + backup - Work closely with Account/ Finance members, and Support Client Conversations on Hours, FTE delivered against requirements. |
· Confirm invoicing tool with Clients ( …Closely collaborating with Internal Stakeholders) |
· Validate rate card and holidays in Anaplan |
· Request licenses for the invoicing POC |
· Act as an SME, Train POCs in Anaplan |
· Identify/ Engage with local Finance team responsible for creating inter company invoices |
· Train local team + invoicing team in TP EMEA processes and invoicing deadlines |
· Identify site lead- which will be granted access to Financial information on invoice status |
· Train site leadership and department heads on MBH Compliance & Penalty process |
· Add Site lead to Supplier Connect |
· Identify local HR manager which is to be contacted by Clients in case of any employee investigation- 1 main POC + 1 backup per site |
· Add HR POCs to Supplier Connect |
· Brief sync with the HR POC and Site Lead on Supplier Connect and future email notifications |
· Report attrition (pre-training during, after) grouped as per Clients guidance. Trends, WoW progress, details, at daily/weekly/monthly/wave level |
· Report Absenteeism at daily/weekly/monthly/ training wave level |
· Build MBH Compliance report |
· Build operational reports |
· Check Check scheduling requirements/heatmaps |
· Create schedules as per Client and local regulations |
· Upload Schedules in Client tool |
Main Job Requirements
- Skills in using a Workforce Management tool (2 years)
- Expert Analytical Skills in Excel, Power BI ( …Showing willingness to Learn/ adapt)
- Experience with Omnichannel
Required Skills
- Analytical and Technical Skills
- Comprehensive computer skills
- Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
- Working knowledge of workforce planning software, specifically IEX.
Competencies and Specific Skills
- Customer focused
- Communicative and influential
- Personally effective
- Team Player
- Knowledge of WFM systems and practices
- Creative and flexible
- Organized
- Commercially aware
- Lives and breathes the company values
- Able to confidently challenge at a senior level
- Strong resilience and focus
- Contract KPI knowledge and awareness
- Self-motivated
Minimum Skills
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy