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Workforce Management Analyst

Client: Meesho

Job Details

Job Description

  • 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 3 - 4 years
  • Should have knowledge of basic workflow concepts, excellent coordination skills
  • Experience building and analyzing models using Advanced Excel for optimization
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • Ability to stay focused and keeps up with our continuous and fast-paced growth
  • Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement
  • Analyze data to uncover reasons for under/over performance and taking action to improve performance.
  • Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
  • Proven experience of communicating and influencing both internal as well as external stakeholders with information/data needs in a timely manner.
  • Evaluate and implement opportunities for improving workflow processes and automation of processes.
  • Flexibility to work in 24*7 environment

Key Skills