Business Analyst 2-Ops (WFM) - Q3

Job description

Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Attention to detail critical. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. Relationship management skills strongly desired. Strong written and verbal communication skills to interact with management and possible clients desired. 2 plus years relevant work experience.

Desired profile

Qualifications :

Qualifications:
·  Candidate must possess at least a Bachelor's/College Degree in Business Management/Human Resources/Psychology or equivalent.
·  Minimum of 3 years of workforce analysis experience, including design and development of advanced reporting and data analytics tools; demonstrated success in identifying workforce patterns and devising solutions to proactively address trends
·  Previous experience in scheduling, planning or other components of managing and planning workflow capacity
·  Strong operational workforce planning experience is required
·  Experience working in an IT, Manufacturing or captive shared service companies are preferred for the position
·  KNOWLEDGE IN GENESYS IS AN ADVANTAGE
·  Excellent analytical and mathematical skills
·  Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
·  Working knowledge of Workforce Management (WFM) systems/tools
·  Advance knowledge on MS Excel and other MS Office programs
·  Excellent communication skills
Job Description:
·  Analyzes daily, weekly and monthly reports as required by operations, including but not limited to headcount, attrition, Q4Q (i.e. quality metrics), CSAT, reviews, training, and other SLAs
·  Recommends report templates and search criteria for operations to use
·  Handles escalations that may need a higher level of technical workforce intervention
·  Provide recommendations on planning and staffing challenges to team for process improvements
·  Review trends and performance failures seen in reports
·  Develop Dashboard reporting tools to communicate key operations metrics to management
·  Ensure planning and staffing for peak hours, release periods, holidays, etc. in coordination with Support Quality Training team, Support Management and other internal departments that impact operations
·  Call out trends and performance failures seen in the management reports and recommend process improvements