The Role 

Forecasting and Capacity Planning

Lead the collection of all historical data needed for trending, forecasting, and capacity planning – volume, AHT, Service Level Targets, Shrinkage, and other factors. Trending needs to be provided down to the interval level or as aligned with business requirements. Standardize and document the methods to be used for forecasting and capacity planning. Develop and implement forecasting and capacity planning tools and templates. Provide training, consultative, and necessary support to GSD Leads, Regional Leads, and relevant stakeholders so they can properly adapt to these methodologies and templates. Based on trend, forecast the baseline volume, AHT, and shrinkage factors for a rolling period aligned with business requirements. Consult with all areas that could impact any of the components to forecasting and capacity planning (e.g. GSD Leads for seasonality, new product launches, etc. and Support Teams for training, recruitment, etc.) Review with GSD Leads, Regional Leads, and relevant stakeholders the forecasts and capacity plans at least once a month or as aligned with business requirements. Using the forecasted data, create a capacity plan for each GSD Team showing the FTE requirements to deliver all the services assigned to each respective team. Generate a report of this capacity plan with analysis, insights, and recommendations to optimize resources and discuss this with GSD Leads, Regional Leads, and relevant stakeholders at least once a quarter or as aligned with business requirements. Develop measurement methodologies to properly assess the effectiveness and accuracy of the forecast and capacity plan based on the actual data captured for each interval. Support GSD Leaders, Regional Leads, and relevant stakeholders in capacity planning, resource allocation, work allocation, and strategic decision-making.

Reporting and Insights

Support Managers and Team Leaders in implementing Planning and Reporting within their teams, following global Definitions and Frameworks and applying them to local teams and processes. Maintain regular performance reports & dashboards across core delivery processes, ensuring accuracy, relevance, and accessibility. Support Managers and Team Leaders in presenting reports to stakeholders, and in drawing meaningful insights and commentary from performance metrics. Collaborate with cross-functional teams (e.g. with Technology and WMO PRI) on projects requiring data analysis or reporting skills (e.g. new dashboard development or new workflow deployment). Produce ad-hoc reports & insights in response to specific queries or emerging trends. Support Continuous Improvement by helping to identify problem areas, trends and opportunities for improvement. Continuously improve reporting and analytics processes to enhance efficiency and effectiveness of reporting. Work with large data sets (Operations/ Business) and derive meaningful insights (using analytics) from the data, (includes combining and summarizing data from multiple data sources to generate meaningful analysis) Build reproducible pipelines to collect messy data from disparate source systems.

The Requirements 

Essential Skills

Strong analytical and quantitative skills.Strong communication and presentation skills.Effective collaboration and problem-solving skills.Ability to collect, organize, synthesize data and summarize findings into simple, compelling visualizations and dashboards.Hands-on experience in creating volume forecasts, capacity models and resource plans in a back-office BPO or Shared Services environment.Ability to work within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members.Ability to work in a team as well as independently.Experience in managing multiple stakeholders and working across geographic boundaries, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate.Strong proficiency in MS Office applications, particularly PowerPoint and Excel.Interest in Power BI and similar reporting tools, and an enthusiasm to develop expertise in this area.3+ years of reporting experience.

Preferred Skills

Experience analyzing data and producing reports and dashboards using SQL, Python, SSIS, MS Excel and Power-BI.Experience in Power BI.Experience implementing and maintaining business-centered performance metrics across a diverse range of processes.Experience in operations forecasting, capacity modelling & planning.Understanding of developing stored procedures, functions, views and T-SQL programs. Developed and maintained ETL (Data Extraction, Transformation and Loading) mappings using SSIS, to extract the data from multiple source systems.Working knowledge of application QA & Testing procedures.Good documentation of End User Developed Applications.

WTW is an Equal Opportunity Employer