Assurant Warranty Solutions (India) Private Limited

<html><body> Resource Planning Analyst, GCC-Assurant To support the European operation by developing, implementing, and managing short- to medium-term forecasting models, staff scheduling strategies, and intraday resource management processes that accurately define detailed staffing requirements.   This position will be in Hyderabad/Bangalore/Chennai at our India location.  Working Hours: 1:30 PM IST to 10:30 PM IST What will be my duties and responsibilities in this job? <ul><li>Producing and conducting in-depth analysis of operational performance data to inform decision-making.</li><li>Acting as the subject matter expert on customer contact behaviour, with a focus on identifying trends related to seasonality, special events, and school holidays.</li><li>Ensuring optimal scheduling of operational resources across Europe, maintaining the highest standards of efficiency and service.</li><li>Continuously reviewing full-time flexible staff contractual agreements and advising senior leadership on necessary changes based on evolving customer demand patterns.</li><li>Monitoring and analysing the large population of part-time staff, ensuring their working arrangements align with business needs.</li><li>Collaborating closely with outsourcing partners to share best practices and drive cost-effective resource utilisation.</li><li>Short term to medium term forecasting, to deliver comprehensive resource models and cost initiatives across the contact centres</li><li>Create accurate demand forecasts that consider demand trends and the impact of business changes</li><li>Ensure accurate and timely production and delivery of daily MI, month end MI and all other reports that are required to be produced internally & for clients</li><li>Develop, maintain and implement appropriate tools and software to capture and track key performance metrics across a range of operational functions</li><li>Continual improvement of existing reporting standards to reduce production and delivery time of all reports</li><li>Identify, develop and implement improvements to procedures/working practices which apply innovative methods and technology.</li><li>Work with workforce management tools NICE WFM</li><li>Work with telephony-based platform, Cisco</li><li>To proactively be available to all senior operational Management, regarding resource planning and MI related queries</li><li>Analyse customer behaviour versus resource working pattern availability, Identify, develop and maintain all schedules ensuring that the business has the most optimized shift patterns available</li><li>Schedules are produced accurately, optimized and are delivered to the operation in a timely manner</li><li>Understanding the part this role can directly influence achieving service levels and how they are maintained at and above bespoke targets</li><li>To regularly work with our outsource partners to review the optimization of their scheduling to meet out resource requirement needs</li><li>New employees are built using system tools available</li><li>Continually observes operational performance, identifying trends and areas for investigation and analysis</li><li>The foresight and creativity needed to initiate and manage positive improvements to working schedule practices and SLA performance</li><li>A logical, adaptable, analytical and open-minded approach with the ability to influence and communicate at all levels</li><li>Any change of hours requested from Contact Centre Advisors, whether Informal/Formal flexible requests are suitable with the business requirements</li><li>Understanding skill requirements and priorities, complete skill changes for all Contact Centre Advisors across all operational areas</li><li>Create plans which work closely with Business Continuity in the event of a disaster recovery situation</li></ul>   What are the requirements needed for this position? <ul><li>Contact centre Industry experience in a similar forecasting, scheduling or operational analytical role</li><li>Understanding of forecasting methodologies and best practices</li><li>Understanding of Resourcing - Attrition, hiring, throughput assumptions and its methodologies</li><li>Proven track record in analyzing potential contact impacts</li><li>Advanced use of Microsoft office packages including excel and data manipulation</li><li>Understanding of database management, CRM, Contact Centre Telephony and workflow IVR</li><li>Database experience using Visual basic, XML, PowerBI & SQL</li><li>Experience of working with omni channel tools such as web chat, AI and speech analytics</li><li>Has worked in and understands contact centre and back office functions & processes</li><li>Ability to interpret and analyse statistical data</li><li>Strong communication skills with the ability to prepare presentations that present coherent, concise and compelling plans</li><li>English language (C1/C2) written & verbal</li></ul>   What other skills/experience would be helpful to have? <ul><li>The ability to think outside of the box, solving complex problems quickly and effectively, demonstrating excellent decision-making skills</li><li>The foresight and creativity needed to initiate and manage positive improvements to technologies, working practices and performance</li><li>A logical, adaptable, analytical and open-minded approach with the ability to influence and communicate at all levels</li><li>Accuracy and speed when dealing with numerical and verbal data</li><li>Ability to work to and exceed deadlines</li><li>Takes ownership of demanding targets, whilst maintaining an enthusiastic and positive image</li><li>Understands the importance of a ‘right first time’ approach</li><li>Positive attitude to change and development</li><li>Understands the importance of working as a team and its achievements</li><li>Understands department objectives and how these fit into the wider organization</li><li>Proactively strives to identify opportunities to improve performance and reduce costs</li></ul></body></html>

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