Workforce Planning Analyst page is loadedWorkforce Planning AnalystApply locations Bengaluru, IND Dublin, IRL time type Full time posted on Posted Yesterday job requisition id 25WD89429Job Requisition ID #
25WD89429Position Overview Are you a passionate and experienced WFM planning analyst who is committed to enhancing our global service level results and ensuring we have the right people at the right time with the right skill?
Are you a great communicator who thrives in facilitating effective collaboration between Managers and WFM?
Are you a creative thinker, constantly exploring innovative approaches?
If yes, READ ON
You may be a great fit for Autodesk's Customer Technical Success Department.
We are thrilled to welcome a skilled Workforce Planning Analyst to our Autodesk Customer Technical Success team.
In this role, you will play a vital part in using your wealth of expertise to enhance our processes.
While your core responsibilities involve generating advanced schedules, scheduling activities, and optimizing specialist schedules, your unique perspective and skills will be instrumental in advancing our operational procedures.
A strong command of WFM reporting and analytics will be important for this position as we look to elevate this team to new heights.
The WFM Planning Analyst will lead efforts to enhance efficiencies within our Support Centre, continuously seeking process improvement.
Your extensive experience in workforce management, along with your analytical skills, meticulous attention to detail, and strong communication abilities will make you an ideal candidate for this role.
Shift time = 13:30 - 22:00 (India time).
Responsibilities Monitor operations and performance, providing recommendations to enhance scheduling for optimal coverage, service level, and abandon rate targets
Analyze data to identify gaps and opportunities within the organization, providing guidance on headcount requirements to achieve service levels targets
Ensure business units are appropriately staffed according to forecasts, identifying opportunities for increased efficiencies whilst minimizing SLA risks
Plan and schedule in shrinkage and non-productive activities to minimize impacts to Service Levels
Attend and participate in weekly WFM meetings with department leadership to understand call forecast and scheduling plans, identify risks, and recommend scheduling improvements
Analyze and report on historical data and trends, identifying opportunities to achieve KPI metrics
Manage and oversee the WFM software
Recommend and develop process improvements to enhance workforce management and center-wide performance
Building out new reporting opportunities whilst enhancing on current reporting through automation
Deliver Ad-Hoc reporting to upper management timely and accurately to help drive the overall performance
Minimum Qualifications 4+ years of Workforce Management experience with a strong understanding of the scheduling function
2+ years of experience in a contact center environment
Proficiency with Calabrio or other WFM platforms (IEX, Verint, Aspect)
Strong interpersonal and communication skills, with the ability to effectively communicate in diverse environments
Intermediate or higher proficiency in Excel and/or Powerbi Skills (e.g.
vlookups, pivot tables, sumproduct/sumifs functions, etc.
)
Ability to compile, analyze, and summarize large amounts of data using Excel or Powerbi
Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
Proficient in strategic planning, problem solving, analytical skills
Ability to manage multiple projects simultaneously within established time constraints
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Learn More About Autodesk
Welcome to Autodesk
Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies.
We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do.
Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all.
Ready to shape the world and your future?
Join us
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Salary is one part of Autodesk's competitive compensation package.
Offers are based on the candidate's experience and geographic location.
In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Sales Careers Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career.
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Similar Jobs (1)Deal Desk Support Specialistlocations Bengaluru, IND time type Full time posted on Posted 30+ Days Ago
Welcome to Autodesk
Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies.
We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do.
Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all.
Ready to shape the world and your future?
Join us
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