Forecasting & Capacity Planning Analyst CL.10

Job description

Forecasting and Capacity Planning Analyst

Overall Purpose of Job:

Forecast and manage capacity based on laid down guidelines using Workforce Management tool
Managing the workforce on real time basis based on prescribed guidelines using workforce Management tool, Cisco & Client Application

Duties and Responsibilities:

· Communication to stakeholders of performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues
· Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
· Manage operational forecast variance to plan
· Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
· Responsible for managing the staffing plan and ensure that the center is appropriately staffed based on client requirement and internal capacity plan numbers
· Lead client forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers
· Establish a professional and collaborative working relationship with the client
· Experience in Workforce Management tools
· Client interface

Desired profile

Qualifications :

Key Qualifications/Skills:

·  Ability to work independently, multi-task and meet deadlines
·  Analytical interpretation of data
·  Proficiency in Microsoft Excel
·  Must be able to work with all levels of the organization in capturing, managing and communicating metrics
·  Excellent written and verbal communication skills
·  Workforce Management experience with expertise on forecasting and scheduling is required
·  Bachelor's Degree holder

·  Other skills:
·  Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
·  Adaptable to learn new processes, concepts, and skills.
·  Demonstrates the ability to work as part of a team adding positive attitude and business focus
·  Ability to work in a fast-paced work environment
·  Enjoying challenging opportunities
·  Ability to communicate in a dynamic environment throughout all management levels
·  Ability to solve urgent matters and work under pressure
·  Reliable, proactive approach to entrusted tasks

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .