Associate Analyst Delivery Management

What success looks like in this role:

Key Responsibilities/Outcomes

• Responsible for managing the delivery for few clients. Delivery includes implementing the FSR (WFM) Cycle end to end.
• Knowledge Enhancement
• Focus on improvement areas by client for all FSR (WFM) metrics
• Effective Coordination within all stakeholders
• Initiatives that would improve the process/metrics for an account/Region

Core Competencies/Skills:   

• Certification/Knowledge in Work Force management tools Aspect / IEX / Genesys and exposure to telephony system CMS / Avaya / Genesys and Six Sigma Trained would be preferred.
• Must require end to end FSR (WFM) operation experience, strong capacity planning experience, solution development, design and implementation.
• Strong exposure to building Long, Medium and Short Range forecast.
• Capable of predicting and reviewing trends based on historical information.
• Strong knowledge on FTE and budget building.
• Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long term planning, forecasting to ensure maximum effectiveness and efficiency.
• Experience with the Service Delivery process and have worked in Virtual environment. Sound understanding of Metrics and key performance drivers, Proven experience or knowledge in using practices, processes & technology tools in Service Delivery  environments
• Need to have Advanced Excel & Macro experience
• Keeping in regular touch with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.
• Ensuring the accuracy and timeliness of client reporting
• Eye for detail, ability to spot trends in data, deviations etc.
• Strong People Management & Communication Skills

You will be successful in this role if you have:

Education & Certifications – Bachelor’s in Commerce, Bachelor’s in Business Mgmt, Bachelor’s in Mathematics, Bachelor’s in Statistics, Bachelor’s in Engineering. and 0-2 years’ relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.