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WORKFORCE MANAGEMENT ANALYST - SOLUTION CENTER

Job Posting Title: WORKFORCE MANAGEMENT ANALYST - SOLUTION CENTER  
Job Code: 30003087    
Segment: GLOBAL CHANNEL BUSINESS (50126890)  
Business Unit: GLOBAL CHANNEL BUSINESS (50674622)  
Building: TE ADC Shared Services Corporate (Q69)  
Band/Level: 5  
Hiring Manager: RICO MEHONIC  
Recruiter: Amrutha KR  
Relocation: No  
Travel: None  
Employee Referral Amount: ₹20,000.00  
Education Experience: Other  
Employment Experience: 3-5 years  


At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

Job Overview

TE’s Global Operations Support Team is seeking an experienced Workforce Management (WFM) Analyst to perform statistical analysis on customer demand and past staffing trends to forecast capacity plans, ensuring the delivery of an extraordinary customer experience in our 24X7 global contact center environment.  The WFM Analyst regularly updates the capacity plan, based on actuals, to avoid overages and gaps and monitors metrics, updates employee information, provides reports to leadership and analyzes employee performance,  advanced analytics for the Solution Center organization in the Channel Business. This role is critical to ensure service levels and productivity objectives are achieved with comprehensive capacity planning for our Inbound, Outbound, Distributor Support and Prequalification functions. The WFM Analyst is responsible to create short, medium and long-term forecasts and trend analysis, provide average handling time analysis and develop staffing requirements to business plans are met.  The WFM Analyst will identify emerging performance trends and recommend/adjust the capacity plan to ensure service levels are met.  The Workforce Management Analyst ensures strategic goals are met through forecast modeling, collaborative planning and effective English communications while aligning the forecast with strategic goals.

Are you a go-getter, an analytic problem-solver, and have a passion for the customer? Then, TE Connectivity, is the right environment for you to thrive.  You’ll find a culture here that rewards a hands-on continuous improvement mindset. We empower our analysts to collaborate and resolve opportunities, with the end-goal to make it easier for the Customer to do business with TE.  This is a great time to join our team, and we are seeking a like-minded person, with a keen interest in solving business challenges through big data insights, trend analysis, and business recommendations. 

What your background should look like:

•    Bachelor’s degree in business, statistics, finance or related field 
•    3-5 year’s WFM experience including technical contact center, command center operations, & workforce management in a global, 24X7, contact-center environment
•    Advanced analytic and problem-solving skills. Proven experience analyzing, interpreting and summarizing complex data to identify drivers, trends, generate predictive insights or optimize for a desired outcome. 
•    Demonstrated knowledge and experience using Workforce Management - Capacity Planning technologies 
•    Strong understanding of global contact center operations capabilities with experience using Interaction Analytics eg CallMiner, voice routing system eg CISCO Finesse, Avaya and CRM System eg. Salesforce Lightning with the ability to create Live Reports and Dashboards
•    Understanding of robust database infrastructure (e.g., currently exceeding 2M data point collection)
•    Strong planning, time management and organizational skills with the ability to work on multiple projects concurrently, without sacrificing quality
•    Ability to communicate in English effectively, both verbal and written
•    Experience creating and delivering PowerPoint presentations to make complex data easily understood and inform business decisions
•    Schedule flexibility to include global conference calls and working hours aligned to AMER or EMEA regions

Preferred:
•    3-5 year’s knowledge and experience with call center workforce management software eg. Verint/Monet, Aspect, Calabrio or similar
•    Knowledge of Microsoft SQL database programming, VBA macro and Tableau
 

Competencies
Values: Integrity, Accountability,Teamwork, Innovation

About TE Connectivity
TE Connectivity is a $13 billion global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions, proven in the harshest environments, enable advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With nearly 80,000 employees, including more than 8,000 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat and Twitter.

 

What TE Connectivity offers:
We offer competitive total rewards compensation. Our commitment to our associates includes offering benefit programs that are comprehensive, competitive and will meet the needs of our associates.

  • Generous 401(k) Plan
  • Tuition Reimbursement
  • Benefits start on day one
  • Charity Donation Matching Program
  • Competitive Paid Time Off
  • Employee Resource Groups
  • Employee Stock Purchase Program
  • Healthcare for Associates and Families
  • Health and Wellness Incentives
  • Life Insurance and Disability Protection

Throughout our Global reach and various Business Units, we take a balanced approach to the benefits we provide. Many benefits are company-paid, while others are available through associate contribution. Specific benefit offerings can vary by location.

Location: 

BANGALORE, KA, IN, 560 070

City:  BANGALORE
State:  KA
Country/Region:  IN
Travel:  None
Requisition ID:  61215
Alternative Locations: 
Function:  Continuous Improvement
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