Service Delivery Manager - Workforce Management/Data Analytics/SQL - IT

JD for SDM: Workforce Management/PMP/Data Analytics - IT

Job Summary:

- Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments

- Responsible for the onboarding of new hires into scheduling system

- Reviews and processes schedule change requests

- Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7

- Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks

The ideal candidate will possess experience in typical workforce management disciplines:

- Scheduling

- Real Time Adherance

- Intermediate level reporting skills

- Experience optimizing manpower

- The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges.

- In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning

Basic Qualifications :

- Graduate with good experience in MIS & Reporting

- 4+ years experience in program or project management (Preferably PMP Certified)

- 4+ years of experience in WFM

- Good knowledge of advanced excel

- Good with written and communication English

- The candidate should be a high performer who craves the challenges of career growth and development

- Knowledge of SQL, Power BI, Mongo, Big Data will be added advantage.

Responsibilities:

- Gather information from various sources and interpret patterns and trends

- Create SOW based on the client brief chalk out in scope/out of scope

- Evaluation of Estimates, Capacity planning

- Analyse data sets, provide adequate information, and draw data insights

- Liaise with internal and external clients to fully understand data content output

- Analyse and interpret data and prepare reports for internal and external audiences

- Create data dashboards, graphs, and visualization to showcase business performance

- Create WBR/MBR/QBR on Key metrics' performance for the entire SPAN

- Time Management

- Run end to end monitoring programs to identify and evaluate potential risks and non-compliant activity for enterprise customers. Key responsibilities include Investigation, remediation and root cause analysis.