Process Related:Lead the seat planning and management team for all functions and businesses across all OGA locations
Work with respective site leads and real estate team to create seating capacity models based on FTE forecast shared by different businesses to propose additional capacity creation
Work with different functions and businesses to drive SU for the organization
Ensure reports and seating dashboards are shared in a timely manner
Work with vendor to enhance the OGA seating tool & deploy the same in new sites
Independently manage & lead projects by working with all the stakeholders
People Related: Demonstrate excellent interpersonal, people management, and stakeholder Management skills
Be professional and courteous & maintain a high level of integrity and confidentiality at all times
Assist and support fellow teammates and managers wherever required & be part of a collaborative work environment in achieving personal & team goals
Be a Team player with a ready disposition to learn. Professional mannerisms
Customer Centricity, Commitment and reliability
Be versatile and adaptable, motivated by achieving targets
Demonstrate mental agility (ability to process tasks quickly and efficiently to maintain a quality service to our customers)
Reporting and Documentation:Ensure that compliance standards are met, regarding Data, reports accuracy
Interpret correspondence and intended outcome accurately
Demonstrate excellent presentation skills, grasping ability and logical reasoning
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
Hands on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc.
Good understanding of WFM fundamentals specially on forecasting & capacity planning
Proficient in MS Office (MS Excel, MS Word, PowerPoint)
Highly developed project management skills and proven ability to deliver organizational projects within designated timelines
Should be willing to work in 24*7 environment
Excellent MS Excel skills and analytical skills
Excellent comprehension of spoken and written English and interpretation into appropriate action and intended outcome with required accuracy
Analytical bent to understand data points.
Sound with Graphs, Trend Analysis, Projections basis Trends etc.