Work Force Management

       Associate Tech Analyst :

• Create an annual & periodical forecast of the Service Desk’s work demand, considering historical data, trends, seasonality and special periods.
• Validate the forecast with SD Management, gather feedback from Management or Customer and consider changes in the Desk impacting the forecast.
• Design a time off plan, considering the forecast and employees’ leave demand.
• Build an annual ‘Hiring Plan’ including forecast, time off plan and other KPIs.
• Establish an effective communication channel with SD Management by having regular meetings.
• Produce a variety scheduling analysis to ensure optimal schedules and provide staffing recommendations.
• Pro-active analysis of trends and practices across the team

        Skill required :

• Proven experience as Workforce Management Resource Scheduler/Planner
• Proven Excel and Data Analysis experience with Intermediate knowledge of formula definitions
• Must have strong mathematical and statistical skillset to maintain accurate data reporting
• Excellent attention to detail, ensures accuracy of data.
• Plans & organises own workload and the team’s or others
• Excellent Interpersonal skills and ability to build relationships at all levels
• Ability to work in a fast-paced organisation
• Open to ad-hoc support round the clock