Role is responsible for supporting functional activities, at planning, scheduling, and rostering of the resources of operational teams, but not limited to key performance indicators, forecasting, trends and adherence reporting. Successful individual will require regular interface with functional leaders and supervisors to understand underlaying developments. She / He will also be expected to provide support for functional and site leadership preparing for executive and other relevant meetings where management information is required.

Responsibilities:

Your main responsibilities will be to:

• Estimate staffing requirements for handling forecasted workload within target turnaround times;
• Create and maintain work schedules for specialists and agents;
• Reporting and data analysis on a daily, weekly, monthly, and ad-hoc basis;
• Perform regular analysis of expected versus actual performance;
• Based on data analysis, identify, and formulate actionable recommendations to improve on performance;
• Understand business expectations and acts as a sparring partner for functions;
• Analyze complex business problems and issues using data from internal and external sources to provide insight to analysts and decision makers.