IN Associate- Workforce Management Analyst Fcom

Job Overview Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)  The WFM analyst will help with building workforce management models to match the specific needs of the regions.   Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches. Primary Responsibilities Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues Analyze the impact of volume, AHT and shrinkage on staffing requirement Maintain operational forecast variance to plan Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers Establish a professional and collaborative working relationship with the client Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client Working within multidisciplinary teams across both teams to execute project deliverables Flexibility around working hours and some international travel may be required Communicate and celebrate success and achievements Working Environment Service Delivery and Target Driven environment Willing to work across different shift hours – including weekend hours Ability to meet tight deadlines with focus on quality, results and timely delivery.  Work with integrity, confidentiality and professionalism Qualifications Required Skills & WFM Experience (MNC live channels call, chats and offline: email, social media) Ability to work independently, multi-task and meet deadlines Analytical interpretation of data Proficiency in Microsoft Excel, SQL Must be able to work with all levels of the organization in capturing, managing and communicating metrics Excellent written and verbal communication skills Bachelor's Degree holder (or equivalent experience) The ability to develop creative and breakthrough solutions. Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information. Self-motivating, adaptable and able to inspire and motivate others. Strong interpersonal skills An ability to identify the root causes of issues by analyzing patterns and trends. Ability to establish and maintain key relationships across both Accenture and the Client’s organization Prior experience working in an environment of frequent change Able to work on a rotation shift schedule   Additional Skills Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment Adaptable to learn new processes, concepts, and skills. Demonstrates the ability to work as part of a team adding positive attitude and business focus Ability to work in a fast-paced work environment Enjoying challenging opportunities Ability to solve urgent matters and work under pressure Reliable, proactive approach to entrusted tasks