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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

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