IN Team lead- Workforce Management Analyst

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.

Job Overview

Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)

The WFM analyst will help with building workforce management models to match the specific needs of the regions.

Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.

Primary Responsibilities

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

Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client

Working within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables

Flexibility around working hours and some international travel may be required

Communicate and celebrate success and achievements

Working Environment

Service Delivery and Target Driven environment

Willing to work across different shift hours – including weekend hours

Ability to meet tight deadlines with focus on quality, results and timely delivery.

Work with integrity, confidentiality and professionalism

Qualifications

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

Additional Skills

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

Benefits

Quarterly and flash bonuses

Flexible working hours

Top-of-the-line equipment

Education allowance

Referral bonuses

28 days paid annual leave

Annual company retreat - we all went to Dubai together in 2022 and have 2 global retreats in planning for 2023!

Highly talented, dependable co-workers in a global, multicultural organisation

Payment via DEEL, a world class online wallet system

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty

3. Focus on Product Improvements & Innovation

4. Be Responsible

5. Preserve Integrity & Honesty

6. Respect Confidentiality & Privacy

7. Ensure Stability, Security & Scalability

8. Work Hard with Passion & Pride

Working at Sporty

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.

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