Work Experience: 5+ yrs

Work Location: Pune/ Hyderabad

Band: E2

Key Responsibilities:

1. Drive trend analysis and forecasting for a global service desk.
2. Accountable for workforce planning including, but not limited to, forecasting, capacity/shift planning and scheduling.
3. Make proactive recommendations to service desk leadership to achieve service level targets.
4. Utilize analysis available to make recommendations on how to best utilize resources.
5. Understand agent productivity impacts, volume trends, and staffing trends to make data-driven recommendations.
6. Collaborate to ensure key performance measures are reviewed and validated.
7. Manager agent breaks, leaves/vacations & shift rostering
8. Analyze impact of call volume anomalies to address call volume trends.
9. Collaborate with the training and operations teams to align training needs with business demand.
10. Should be able to effectively pick up company's Internal workforce management tools and hit the ground running.

Preferred Qualification:

1. Minimum of 3-5 years of workforce management experience including experience with managing the forecasting, reporting and trend analysis
2. Must be able to demonstrate sound knowledge of workforce management practices including short- & long-term forecasting and capacity planning.
3. Ability to meaningfully interact with clients and leadership team
4. Proven ability to meet deliverables, project deadlines with accuracy
5. Should have experienced in handling large teams, multi locations/geos.
6. Strong verbal, written, and presentation skills
7. Experience with ticketing systems such as ServiceNow preferred & ITIL certified Strong understanding of and ability to use the Microsoft Office 2010 suite including Word, PowerPoint, and Excel and Smartsheet

About us:

At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support. Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. 

The way to your dream job and organization is just a click away.

Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.