Job Description

We are hiring for a Workforce/Reporting Analyst for a client in BGC
This is a hybrid role and the salary is up to 100K

Main requirement is at least 3 years of relevant experience with background on reporting, forecasting and capacity planning ideally in a BPO company

Qualifications
The Requirements
Essential Skills

• Strong analytical and quantitative skills
• Strong communication and presentation skills
• Effective collaboration and problem-solving skills
• Ability to collect, organize, synthesize data and summarize findings into simple, compelling visualizations and dashboards
• Hands-on experience in creating volume forecasts, capacity models and resource plans in a back-office BPO or Shared Services environment
• Ability to work within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members
• Ability to work in a team as well as independently
• Experience in managing multiple stakeholders and working across geographic boundaries, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
• Strong proficiency in MS Office applications, particularly PowerPoint and Excel
• Interest in Power BI and similar reporting tools, and an enthusiasm to develop expertise in this area
• 3+ years of reporting experience

• Experience analyzing data and producing reports and dashboards using SQL, Python, SSIS, MS Excel and Power-BI
• Experience in Power BI
• Experience implementing and maintaining business-centered performance metrics across a diverse range of processes
• Experience in operations forecasting, capacity modelling & planning
• Understanding of developing stored procedures, functions, views and T-SQL programs
• Developed and maintained ETL (Data Extraction, Transformation and Loading) mappings using SSIS, to extract the data from multiple source systems
• Working knowledge of application QA & Testing procedures
• Good documentation of End User Developed Applications

• Lead the collection of all historical data needed for trending, forecasting, and capacity planning volume, AHT, Service Level Targets, Shrinkage, and other factors
• Standardize and document the methods to be used for forecasting and capacity planning
• Develop and implement forecasting and capacity planning tools and templates
• Provide training, consultative, and necessary support to GSD Leads, Regional Leads, and relevant stakeholders so they can properly adapt to these methodologies and templates
• Based on trend, forecast the baseline volume, AHT, and shrinkage factors for a rolling period aligned with business requirements
• Consult with all areas that could impact any of the components to forecasting and capacity planning
• Review with GSD Leads, Regional Leads, and relevant stakeholders the forecasts and capacity plans at least once a month or as aligned with business requirements
• Using the forecasted data, create a capacity plan for each GSD Team showing the FTE requirements to deliver all the services assigned to each respective team
• Generate a report of this capacity plan with analysis, insights, and recommendations to optimize resources and discuss this with GSD Leads, Regional Leads, and relevant stakeholders at least once a quarter or as aligned with business requirements