Job Overview Assist with the forecast and capacity planning of global team based on service-level needs Chats Calls emails social media The WFM analyst will help with building workforce management models to match the specific needs of the regions Main responsibilities include demand capacity updates Ad Hoc headcount calculations facilitate game-planning meetings and support of new launches Primary Responsibilities Communicate to stakeholders on performance and challenges i e providing direction guidelines performance update to hit service level goals and making suggestions for corrections to any issues Analyze the impact of volume AHT and shrinkage on staffing requirement Maintain operational forecast variance to plan Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes AHT and volume drivers Establish a professional and collaborative working relationship with the client Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client Working within multidisciplinary teams across both teams to execute project deliverables Flexibility around working hours and some international travel may be required Communicate and celebrate success and achievements Working Environment Service Delivery and Target Driven environment Willing to work across different shift hours - including weekend hours Ability to meet tight deadlines with focus on quality results and timely delivery Work with integrity confidentiality and professionalism Qualifications Required Skills WFM Experience MNC live channels call chats and offline email social media Ability to work independently multi-task and meet deadlines Analytical interpretation of data Proficiency in Microsoft Excel SQL Must be able to work with all levels of the organization in capturing managing and communicating metrics Excellent written and verbal communication skills Bachelor s Degree holder or equivalent experience The ability to develop creative and breakthrough solutions Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information Self-motivating adaptable and able to inspire and motivate others Solid interpersonal skills An ability to identify the root causes of issues by analyzing patterns and trends Ability to establish and maintain key relationships across both Accenture and the Client s organization Prior experience working in an setting of frequent change Able to work on a rotation shift schedule Additional Skills Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment Adaptable to learn new processes concepts and skills Demonstrates the ability to work as part of a team adding positive attitude and business focus Ability to work in a fast-paced work environment Enjoying challenging opportunities Ability to solve urgent matters and work under pressure Reliable proactive approach to entrusted tasks Benefits Annual Performance Bonus Night Shift Allowance Overtime Payment Referral Hire Bonus Health and Life Insurance IT Asset provided 5 days working Paid leaves of 21 days excluding 12 public holidays Team fun activities Quarterly Team Outings Highly talented dependable co-workers in a global multicultural organization Our teams are small enough for you to be impactful Our business is globally established and successful offering stability and security to our Team Members Our Mission Our mission is to be an everyday entertainment platform for everyone Our Operating Principles 1 Create Value for Users 2 Act in the Long-Term Interests of Sporty 3 Focus on Product Improvements Innovation 4 Be Responsible 5 Preserve Integrity Honesty 6 Respect Confidentiality Privacy 7 Ensure Stability Security Scalability 8 Work Hard with Passion Pride Interview Process On-site 30 min Aptitude Test On-site screening with our Talent Acquisition Team On-site 20 min writing test On-site interview loop with 2 x CS Team Members 30 mins each Followed by an offer discussion on the same day Working at Sporty The top-down mentality at Sporty is high performance-based meaning we trust you to do your job with an emphasis on support to help you achieve grow and de-block any issues when they re in your way Generally employees can choose their own hours as long as they are collaborating and doing stand-ups etc The emphasis is really on results As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment Sporty is independently managed and financed meaning we don t have arbitrary shareholder or VC targets to cater to We literally build spend and make decisions based on the ethos of building THE best platform of its kind We are truly a tech company to the core and take excellent care of our Team Members

📌 In Associate- Workforce Management Analyst Fcom (New Delhi)
🏢 Sporty Group
📍 New Delhi