Job Description

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

This role is a part of WFM team

• What will you be doing
• Serves as escalation point for issues beyond operations analysts authority; resolves conflicts involving scheduling, resources, or technical issues.
• Gather, analyze, prepare and summarizes recommendations for Long term plan on HC, minutes from a strategy perspective both long term & Short term, researches and compiles data to forecast and prepare annual and monthly budget projections for a division or similar group of organizations, Tracks revenue and Opex on a monthly basis, comparing actual to forecasted figures and makes necessary adjustments.
• Prepares reports for management summarizing results of research, analyses and evaluation of any discrepancies.
• Forecasting and Budgeting- Liaison with Ops and other stakeholders to seek forward looking guidance, To vet and validate inputs and build forecasting model in excel, Assist in providing business analytics and insights using various operations levers, Familiar with operation levers such as utilization, Occupancy, Attrition, hiring.
• Drive initiatives on profitability improvement improvement through automation, To fulfill any other Adhoc requests that came by on a monthly basis.
• Ability to work within deadlines & strict timeframes, strong analytical and problem-solving skills, excellent time management skills, excellent verbal and written communication skills, strong interpersonal and relationship management skills, ability to work productively in a fast-paced call center environment, multi-task and detail-oriented with ability to work with little supervision.

What do you bring

• Excellent communication skills
• Strong WFM domain knowledge, should be able to creates /overview capacity plans, staffing/FTE forecasts, pricing scenarios and other analyses required by management.
• Should be comfortable to work in night shift

What we offer you

• A competitive salary with attractive benefits including private medical and dental coverage insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern work environment and a dedicated and motivated team
• A broad range of professional education and personal development opportunities
• A work environment built on collaboration and respect