STAR Workforce Analyst
Company Name:-
ADCI – BLR 14 SEZ
Job Location:-
Bengaluru, Karnataka
Job Summary:-
Bachelors Degree in a quantitative field (engineering, economics, math, statistics or equivalent)
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
Proficient in advanced usage of Microsoft Excel & SQL.
Excellent communication skills.
Ability to work in 24X7 environment.
The successful candidate will lead the day-to-day operations for the STAR program in Sellers’ world and effectively manage performance with transparent metrics, data-driven decisions and industry leading management techniques.
He/she will be responsible for managing and delivering Service Level Agreements (SLAs) for the aligned workflows.
He/she should be an expert in project/program management who possesses the ability to work globally and cross-functionally with internal and external stakeholders.
He/she should be adept at data analysis including querying, building and maintaining dashboards and using data to improve his/her space of operations.
He/she should also be capable of identifying and prioritizing process and automation improvement opportunities.
Key Responsibilities Areas:Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
Mitigate capacity risks by managing dependencies across multiple operating units.
Clearly communicate dependencies and manage/track exceptions.
Participate in wider STAR projects and initiatives.
He/she will own providing optimal workflow and planning solutions for upcoming initiatives.
Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand.
Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
Support local site management to optimize staffing requirements.
Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
Fully leverage existing technology, including global standardization of reporting
Regional partner for the forecast process
Representation of regional partner network in business
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