WFM Specialist
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Job Location:
Monthly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: IN - Bangalore 24/7 Job-ID: 217158 Contract type: Standard Business Unit: Service Desk
Life on the team
Are you passionate about Service desk Opportunities and ready to explore your capabilities
Service desk professionals are problem solvers as a growing organization in India there are more opportunities for career advancement and professional development. As the company expands new roles and responsibilities will emerge with the chance to take on more challenging and diverse are more open to innovation and creativity. There will be a greater emphasis on trying new ideas implementing cutting-edge technologies and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.
What youll do
- Forecasting & Capacity Planning: Develop and refine long-term and short-term forecasts using historical data business trends and predictive modeling.
- Scheduling Optimization: Design and implement efficient scheduling strategies to meet service level goals while minimizing labor costs.
- Real-Time Performance Monitoring: Oversee intraday operations identify deviations and recommend corrective actions to maintain SLA compliance.
- Reporting & Insights: Create and present actionable reports and dashboards to leadership highlighting trends risks and opportunities.
- Process Improvement: Lead initiatives to enhance WFM processes tools and methodologies for greater accuracy and agility.
- Stakeholder Engagement: Collaborate with operations HR finance and IT to align workforce strategies with business objectives.
- Mentorship & Leadership: Guide junior analysts in best practices data interpretation and professional development.
What youll need
- Excel (advanced) SQL WFM platforms (e.g. Genesys Verint) BI tools (e.g. Power Bi Tableau)
- Forecasting trend analysis scenario modelling
- Stakeholder presentations data storytelling
- Team coaching cross-functional collaboration
Experience and Education
- 2 years in WFM analytics or contact centre operations
- Bachelors degree in a relevant field or equivalent work experience or relevant technical certifications (e.g. CompTIA A Microsoft Certified Desktop Support Technician).
Skills:
- Expert knowledge of Excel use of pivot tables and formulas
- Forecasting call volume and workload trends
- Ability to work collaboratively in a team with 24/7 work environment.
About us
Computacenter is a leading independent provider of IT infrastructure services with about 20000 employees worldwide. We work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and managing our customers infrastructures.
We offer a friendly open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community
Were growing. Were hiring. We encourage. We empower. We support.
#winningtogether #peoplematter
Required Experience:
IC
Key Skills
About Company
Unsere Kunden sind einige der größten Organisationen der Welt. Wir arbeiten hart daran, sie kennen zu lernen, ihre Bedürfnisse zu verstehen und sie in den Mittelpunkt unseres Handelns zu stellen.
