Program Manager I , GCW, GO-AI GCW
DESCRIPTION
The role would require support the delivery of service levels to all programs and productivity targets for all skills/sites assigned. The analyst is expected to support by monitoring & reporting of incoming volumes against forecast planned to meet short-term outlooks.
• Generation and creation of required reports and insights for stakeholders and business leaders.
• Work closely with leadership to identify “hot spots” in staffing intervals and take appropriate actions to minimize any impacts.
• Work with operational teams and other specialist teams to effectively plan non-productive time (NPT).
• Analyzing data to outline any reasons for under/over performance/delivery and take pre-emptive and reactionary measures to improve performance.
• Running “what-if” scenarios for associate staffing and make proper use of statistical tools to provide optimal staffing solutions.
• Support the production, communication & implementation of service level action plans.
• Monitoring of staffing levels against scheduled plans to efficiently handle incoming work units, for multiple skills/use cases, at the prescribed service levels.
• Ensure accurate recording and reporting of metrics.
• Develop relationships with site and business leadership and workflow/capacity partners to include sharing standard methodologies and drive critical business metrics for workforce management.
• Communicate and interact effectively with operations and specialist functions to provide internal customers with information/data to drive operational metrics.
• Evaluate and implement opportunities for improving workflow processes and automation of processes.
• Ensures team service levels are delivered.
• Monitor adherence to productivity and SLA.
• Raise awareness to any areas for development or recognition.
• Effectively plan local site activities, all hands, team meetings, training, etc.
• Maintain accurate local workforce management data.
We are open to hiring candidates to work out of one of the following locations:
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