Job Description
Position: RTA Analyst
Location: Pune
Project Description:
Job specific key tasks and responsibilities
• Ensure and continuously review excellent customer service Forecast (inhouse and outsourced) for various LOB’s and Channels, from an end to end workforce management perspective, in order to secure a balanced customer and Agent experience, and to reach business goals.
• Initiate and lead in best practice advanced data analytics, by sharing best practices across the team in order to increase capabilities of the team
• Secure continuous improvement by assessing Forecasting practices for all LOB’s & Channel and review the metrics in place for measuring the accuracy and success of each step in the cycle in order to improve the overall process effectiveness.
• Ensure to work on the continuously optimize the forecast at month/week/day, normalize the volume and feed into the Forecasting process to maintain the rolling 12 month forecast.
• Should be able to create the rolling 12 month forecast at Long term. Midterm and Short term level.
• Secure that Forecast accuracy improvements and its opportunities are fed back into the local Capacity Planning teams.
• Create and maintain a strong Forecasting practices and continuously provide them with relevant insights in order to actively drive change.
• Collect insights from the global capacity management process and loop back learnings into the budget and Forecasting process in order to secure accuracy and business relevance
• Establish and ensure close collaboration with the Partner Manager and the external vendors as needed in order to secure aligned priorities and common ways of working, making sure getting commitment on Forecast & Resource perspective.
• Drive and seek mutual optimisation and forecast opportunities as well as share learnings by collaborating with stakeholders in order to create an aligned approach within WFM function.
• Support the Demand & Capacity Specialists to create a close collaboration with country Scheduling & Intraday Managers, in order to improve quality and efficiency of forecasting, scheduling & intraday management
Knowledge:
• Strong knowledge of workforce management, covering demands projection, Forecasting, capacity, scheduling and intraday in relation to complex sourcing models
• Strong knowledge of forecasting models, sourcing models, routing strategy, skill matrix, capacity management models
• Broad knowledge of demand drivers connected to sales and customer care in multinational environments
• Broad knowledge of the contact centre industry and in particular globally steered workforce management organisations
• Strong knowledge of stakeholder management
• Good knowledge of configuration of workforce management software
• Good understanding of COMPANY business and RCMP as an integrated part of the business
• High level of data/computer proficiency
• Should have knowledge of data analytics, different forecasting model, algorithms etc
Location: Pune
Project Description:
Job specific key tasks and responsibilities
• Ensure and continuously review excellent customer service Forecast (inhouse and outsourced) for various LOB’s and Channels, from an end to end workforce management perspective, in order to secure a balanced customer and Agent experience, and to reach business goals.
• Initiate and lead in best practice advanced data analytics, by sharing best practices across the team in order to increase capabilities of the team
• Secure continuous improvement by assessing Forecasting practices for all LOB’s & Channel and review the metrics in place for measuring the accuracy and success of each step in the cycle in order to improve the overall process effectiveness.
• Ensure to work on the continuously optimize the forecast at month/week/day, normalize the volume and feed into the Forecasting process to maintain the rolling 12 month forecast.
• Should be able to create the rolling 12 month forecast at Long term. Midterm and Short term level.
• Secure that Forecast accuracy improvements and its opportunities are fed back into the local Capacity Planning teams.
• Create and maintain a strong Forecasting practices and continuously provide them with relevant insights in order to actively drive change.
• Collect insights from the global capacity management process and loop back learnings into the budget and Forecasting process in order to secure accuracy and business relevance
• Establish and ensure close collaboration with the Partner Manager and the external vendors as needed in order to secure aligned priorities and common ways of working, making sure getting commitment on Forecast & Resource perspective.
• Drive and seek mutual optimisation and forecast opportunities as well as share learnings by collaborating with stakeholders in order to create an aligned approach within WFM function.
• Support the Demand & Capacity Specialists to create a close collaboration with country Scheduling & Intraday Managers, in order to improve quality and efficiency of forecasting, scheduling & intraday management
Knowledge:
• Strong knowledge of workforce management, covering demands projection, Forecasting, capacity, scheduling and intraday in relation to complex sourcing models
• Strong knowledge of forecasting models, sourcing models, routing strategy, skill matrix, capacity management models
• Broad knowledge of demand drivers connected to sales and customer care in multinational environments
• Broad knowledge of the contact centre industry and in particular globally steered workforce management organisations
• Strong knowledge of stakeholder management
• Good knowledge of configuration of workforce management software
• Good understanding of COMPANY business and RCMP as an integrated part of the business
• High level of data/computer proficiency
• Should have knowledge of data analytics, different forecasting model, algorithms etc
💡 Quick Summary
Seeking a career-building opportunity? The RTA position is now open for candidates interested in the MIS Executive sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.