Location: Mumbai, Maharashtra, India

Are you passionate about project management and process improvement? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.

As a Workforce Analyst on the Change the Bank Team within Workforce Planning, you will lead analytics and process improvements that optimize capacity, strengthen service-level performance, and enhance customer outcomes. As an individual contributor, you will own high-impact projects that directly improve operational efficiency and resource alignment. 

Job responsibilities

• Uses technologies and tools (such as Alteryx, Tableau and Python)  to automate processes and enhance efficiency and performance.
• Act as a project lead coordinating cross-functional teams, managing product lifecycle, building business strategies, and advocating for customer needs, ensuring end-to-end product performance.
• Conduct root cause and trending analysis using historical performance data to identify opportunities and make strategic recommendations.
• Works effectively with individuals from different departments to achieve common goals, coordinating efforts and leveraging diverse perspectives.
• Serve as a subject matter expert in projects, providing insights and guidance to stakeholders.
• Support the identification and implementation of process improvements and best practices, driving initiatives from inception to completion.
• Prepare and present project updates, reports, and recommendations to leadership and stakeholders.
• Perform additional duties as assigned, aligned to business priorities and organizational needs to support business needs.

Required qualifications, capabilities, and skills   

• Experience with technologies and tools such as Alteryx, Tableau, Python, and SQL
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.
• Demonstrated leadership capabilities, with the ability to influence and drive results.
• Delivers verbal messages clearly and compellingly, summarizes discussions to confirm understanding and alignment.
• Conveys information, ideas, and messages through written words with clarity, conciseness, and professionalism.
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.)

Preferred qualifications, capabilities and skills

• Minimum three years experience working in large call center, multi-site, or similar environments

• Minimum three years experience in processing, forecasting, staffing, scheduling, and/or project management.
• Collects, processes, and analyzes data to uncover meaningful patterns and insights that inform decision-making.
• Advanced knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses
• Proven experience in developing, deploying, and optimizing Artificial Intelligence/Machine Learning models using industry-standard frameworks and tools to solve complex problems, enhance processes, and create new opportunities.

Join the team responsible for leading processes and projects that drive the strategic alignment of business resources.