Workforce Management Senior Analyst

For remote positions, all candidates must complete a video screen with our corporate recruiting team.

We are looking for a Workforce Management Senior Analyst for a remote based opening in India.

We are looking for outstanding candidates to collaborate on our client’s project as we continue to build out our highly successful workforce and business analysis team.

Our team provides a critical role to a large Enterprise level client in the IT contact center sector.

Ideal candidates have excellent communications and analytical skills as well as experience working under time constraints.

Other qualification for strong candidates is experience working with international companies, familiarity with contact center operations, workforce management teams, and in-depth knowledge of reporting tools

• Collect staffing data, conduct analyses of gaps/surpluses/trends, and deliver those analyses to internal and external stakeholders.
• Identify staffing gaps and provide recommendations to suppliers and Service Delivery.
• Perform analysis of historic staffing utilization and resource deployment.
• Experience creating IDP (intra-day Pattern Reports/interval forecasting) manually via excel for volume is required. AHT Profiling or FTE Headcount/Productive Hours calculation a plus
• Delivery of weekly and monthly quality reports.
• Coordinate with operations managers, delivery partners, and call center advocates.
• Lead capacity planning with Service Delivery and all resource lock/performance calls with internal and external stakeholders.
• Should have Scheduling & Staffing knowledge
• Should be aware of key concepts like scheduling influx, arrival pattern etc.
• Perform additional duties as assigned.

• 5+ years’ Workforce Management experience, specifically with strong WFM knowledge .
• Excellent verbal and written English communication skills.
• Experience in building and reviewing data models in Excel.
• Hands-on expertise in Excel, Power BI, and Power Query
• Experience with Erlang based modeling and Occupancy based modeling in Excel
• Expereince with Calabrio is highly preferred.
• Strong ability to prioritize workload and delivery with deadlines.
• Critical thinking and data analysis skills.
• Ability to adapt to a fast paced and dynamic environment.
• Ability to work weekend and/or holidays as needed.

• Should be a Team Player with passion for individual initiate.
• Advanced proficiency in Excel: Building, using, and maintaining complex pivot tables, doing advanced Workforce Management calculations manually (interval based forecasting, erlang, occupancy, etc.)
• Knowledge of Teleopti & calabrio will be added advantage.
• Advanced knowledge of Workforce Management math/calculations – not relying on automations like IEX
• MS Office Suite (Word, Excel, PowerPoint, SharePoint, Teams, etc...).
• Experience with visual reporting tools such as Power BI or Tableau
• Occasional infrequent in person activity may be required

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work.

We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.