CSNA Sr WF Analyst
1d ago
source : Shine

He / She will be responsible for scheduling of associates as per forecast pattern and considering other site level constraints

Should have sound knowledge of routing of contacts and prioritization of contacts as per severity to ensure that service levels are met

Creates Interval level / daily level and Week level plan for business to meet the forecasted numbers and required productivity

Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage / track exceptions

Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators such as Occupancy, Productivity, shrinkage, lost hours etc

Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices

Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site

Creates reports to drive productivity or to help with root cause analysis

Plays an active role in mentoring workflow talent

Bachelor s Degree

Overall workflow experience of 6 -8 years along with 4 years of scheduling experience (both tool based & manual)

Should possess strong knowledge of workflow concepts and its implications

Should possess strong analytical and quantitative skills

Advance expertise in Microsoft Excel Formulae, Macros, etc

Excellent verbal and written communication skills

High attention to detail with the capability to lead multiple, challenging priorities simultaneously while in a high-pressure, high-risk environment

Ability to effectively communicate with stakeholders, should have interest & ability to work on process-improvements initiatives and projects

Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity

Solve for both service level problems and the challenges of minute-to-minute change will be necessary

Willingness to work in 24*7 environment.,

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