What success looks like in this role:

Key Responsibilities/Outcomes
- Responsible for managing the delivery for few clients. Delivery includes implementing the FSR (WFM) Cycle end to end.
- Knowledge Enhancement
- Focus on improvement areas by client for all FSR (WFM) metrics
- Effective Coordination within all stakeholders
- Initiatives that would improve the process/metrics for an account/Region

Core Competencies/Skills:
- Certification/Knowledge in Work Force management tools Aspect / IEX / Genesys and exposure to telephony system CMS / Avaya / Genesys and Six Sigma Trained would be preferred.
- Must require end to end FSR (WFM) operation experience, strong capacity planning experience, solution development, design and implementation.
- Strong exposure to building Long, Medium and Short Range forecast.
- Capable of predicting and reviewing trends based on historical information.
- Strong knowledge on FTE and budget building.
- Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement,



including recruiting requirements, long term planning, forecasting to ensure maximum effectiveness and efficiency.
- Experience with the Service Delivery process and have worked in Virtual environment. Sound understanding of Metrics and key performance drivers, Proven experience or knowledge in using practices, processes & technology tools in Service Delivery environments
- Need to have Advanced Excel & Macro experience
- Keeping in regular touch with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.
- Ensuring the accuracy and timeliness of client reporting
- Eye for detail, ability to spot trends in data, deviations etc.
- Solid People Management & Communication Skills

You will be successful in this role if you have:
Education & Certifications – Bachelor’s in Commerce, Bachelor’s in Business Mgmt, Bachelor’s in Mathematics, Bache

📌 Associate Analyst Delivery Management (Bengaluru)
🏢 Unisys
📍 Bengaluru