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

Benefits

Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride

Interview Process

On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day

Working at Sporty

The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.