Key Responsibilities:

• Create best staffing plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.

• Develop and improve SEI using data analysis and tools.

• Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.


• Participate in wider STAR projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.

• Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

• Support local site management to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.

• Fully leverage existing technology and build new scheduling platforms and models to help business achieve success.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND | Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 2+ years of program or project management experience

PREFERRED QUALIFICATIONS

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document