UnisysFSR WFM Analyst
What success looks like in this role:
Role Summary: Planner (WFM) responsible for end to end implementation of FSR (WFM) Cycle
Key Responsibilities/Outcomes
- Responsible for managing FSR (WFM) delivery. Delivery includes implementing end-to-end FSR (WFM) Cycle like forecasting, capacity planning, staffing, scheduling and reporting
- Process Improvements
- Hypercare program for new accounts
- Collaborating with Solution Architects to deliver staffing numbers for new logos, existing business ramp up and/or ramp down
- People Management/Development
- Knowledge Enhancement
- Focus on improvement areas by client for all FSR (WFM) metrics
- Effective Coordination within the team and a good team player
- Initiatives that would improve the process/metrics for an account/Region
Core Competencies/Skills:
- Certification/Knowledge in Work Force management tools Aspect / IEX / Genesys and exposure to telephony system CMS / Avaya / Genesys and Six Sigma Trained would be preferred.
- Must require end-to-end FSR (WFM) operation experience, strong capacity planning experience, staffing solution development, design and implementation.
- Strong exposure to building Long, Medium- and Short-term forecast.
- Capable of predicting and reviewing trends based on historical information.
- Strong knowledge of FTE and budget building.
- Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long-term planning, forecasting to ensure maximum effectiveness and efficiency.
- Experience with the Service Delivery process and have worked in Virtual environment. Sound understanding of WFM metrics and key performance drivers, proven experience or knowledge in using practices, processes & technology tools in Service Delivery environments
- Need to have Advanced Excel & Macro experience
- Governance - regularly touch base with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.
- Ensuring the accuracy and timeliness of client reporting
- Eye for detail, ability to spot trends in data, deviations etc.
- Strong People Management & Communication Skills
You will be successful in this role if you have:
Education & Certifications – Bachelor’s in Commerce, Bachelor’s in Business Mgmt, Bachelor’s in Mathematics, Bachelor’s in Statistics, Bachelor’s in Engineering. and 2-4 years’ relevant experience
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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