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