Workflow Sr Analyst

SUMMARY OF RESPONSIBILITIES
AP CS Workflow team is searching for a passionate and talented Workflow Analyst. They are responsible for driving efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level. Manage workflow, handles escalations, proactively engage resources to address issues and effectively manage workload distribution across the teams. Solves complex stakeholder support issues and proactively heads off negative service trends. Identifies root causes to improve accuracy, and productivity. They will experience a wide range of problem solving situations, ranging from short term to decisions requiring use of data collection and analysis. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills. This is an exciting opportunity for those who enjoy solving problems and prioritize well. The successful candidate will possess strong initiative, quantitative skills, and the ability to influence decision making with data. 
This is an individual contributor and transaction heavy role.

Key expectations:

• He/She will be responsible for scheduling of associates as per forecast pattern and considering other site level constraints
• Should have sound knowledge of routing of contacts and prioritization of contacts as per severity to ensure that service levels are met
• Creates Interval level/daily level and Week level plan for business to meet the forecasted numbers and required productivity 
• Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions
• Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators such as Occupancy, Productivity, shrinkage, lost hours etc
• Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices
• Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
• Creates reports to drive productivity or to help with root cause analysis
• Plays an active role in mentoring workflow talent 

POSITION QUALIFICATION AND SKILLS 

• Bachelor’s Degree
• Overall workflow experience of 6 -8 years along with 4 years of scheduling experience (both tool based and manual)
• Should have knowledge of basic workflow concepts, excellent coordination skills
• Experience building and analyzing models using Advanced Excel for optimization
• Innovative and creative in finding solutions/ designing improved methods, systems and processes
• Ability to stay focused and keeps up with our continuous and fast-paced growth
• Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement
• Analyze data to uncover reasons for under/over performance and taking action to improve performance.
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
• Proven experience of communicating and influencing both internal as well as external stakeholders with information/data needs in a timely manner.
• Evaluate and implement opportunities for improving workflow processes and automation of processes.
• Flexibility to work in 24*7 environment

PREFERRED QUALIFICATIONS

• Experience with the Workforce Management tools
• Global stakeholder management experience
• Have lead initiatives at team/skill/site level
• Ability to handle business continuity plans
• VBA Python and SQL scripting skills is a plus