IN Associate- Workforce Management Analyst Fcom at Sporty Group

New Delhi, Delhi, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Service, Business Process OutsourcingIndustries

Requirements

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
Strong 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 environment of frequent change
Able to work on a rotation shift schedule
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
Willing to work across different shift hours – including weekend hours
Flexibility around working hours and some international travel may be required

Responsibilities

Assist with the forecast and capacity planning of global team based on service-level needs (Chats, Calls, emails, social media)
Help with building workforce management models to match the specific needs of the regions
Demand capacity updates
Ad Hoc headcount calculations
Facilitate game-planning meetings
Support of new launches
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
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
Communicate and celebrate success and achievements

Skills

Key technologies and capabilities for this role

Workforce ManagementForecastingCapacity PlanningDemand ForecastingAHT AnalysisShrinkage AnalysisStaffing ModelsService Level ManagementStakeholder CommunicationExcelGraphical AnalysisHeadcount Planning

Questions & Answers

Common questions about this position

What skills are required for the Workforce Management Analyst role?

Required skills include proficiency in Microsoft Excel and SQL, analytical interpretation of data, excellent written and verbal communication skills, and the ability to work independently, multi-task, and meet deadlines.

Is this a remote position, or is there a location requirement?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the work environment like at Sporty Group for this position?

The work environment is service delivery and target-driven, requiring willingness to work across different shift hours including weekends, flexibility around working hours, some international travel, and the ability to meet tight deadlines with focus on quality and timely delivery.

What makes a strong candidate for this Workforce Management Analyst position?

Strong candidates hold a Bachelor's Degree, have WFM experience with MNC live channels (calls, chats, email, social media), demonstrate well-developed analytical skills, strong interpersonal skills, and the ability to work rotation shifts while maintaining flexibility and professionalism.

Sporty Group

Sports app for news, scores, streaming

About Sporty Group

Sporty.com is a sports app designed for sports enthusiasts, offering features such as sports news, live football scores, live streaming, sports odds, and interactive chat. Users can follow, like, share, and watch sports content without any cost or advertisements, creating a seamless experience. The app targets sports fans who want real-time information and community engagement. Unlike competitors, Sporty.com provides free access to its services, aiming to build a large user base that can be monetized through partnerships and sponsorships in the future. The goal of Sporty.com is to enhance the sports viewing experience while fostering a loyal community of sports fans.

Campbell, CaliforniaHeadquarters

2013Year Founded

VENTURE_UNKNOWNCompany Stage

Consumer Software, EntertainmentIndustries

51-200Employees

Benefits

Quarterly Bonus

Flexible Work Hours

Paid Vacation

Annual Company Retreat

Risks

Resource allocation to Sociable Soccer may divert focus from Sporty.com's core offerings.

Technical integration of Sociable Soccer may affect user experience on Sporty.com.

Unified login system poses potential cybersecurity risks if not properly managed.

Differentiation

Sporty.com offers a free, ad-free sports app experience, unlike many competitors.

The app provides interactive features like chats with football legends, enhancing user engagement.

Sporty.com integrates live scores, streaming, and sports news in one seamless platform.

Upsides

Acquisition of Sociable Soccer expands Sporty Group's reach into the gaming sector.

Partnerships with sports organizations enhance content and provide monetization opportunities.

Growing demand for real-time sports information boosts Sporty.com's user base.

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