About the role
Role Tittle: Workforce Analytics and Strategy Consultant
•As a Workforce analytics and Strategy Consultant you will work with our customer contacts to interpret, analyse, rate, and make recommendations to improve the workforce to reduce overheads and increase customer satisfaction and experience.
•You will advise on the best practises to gather and review a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction.
•You will provide insights on how to prepare and manage staffing and scheduling to ensure that enough staff is available to perform all required tasks.
•You will work with are expert delivery teams of Data Scientists and Analytics Developers to produce frequent reports and dashboards representing the overall performance for the human resources department, which is being used to determine whether employees are effectively utilized, or to develop strategies to recruit qualified staff.
•This also includes generating regular and ad-hoc reports on a variety of KPI’s and SLA metrics, including daily agent statistics and skill group/call type statistics; analysing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.
•You will work with our customers and be responsible for designing periodic reports: real time and historical reports containing performance data to support operations management.
•This involves designing a governance framework to enable analysis of scheduled performance, forecast accuracy, and underlying assumptions, as well as historical trends, and making continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.
•To work with our advisory team as a Workforce analytics and Strategy Consultant you will require experience in advisory consulting, strong computer skills, knowledge of relevant software (for scheduling), and organizational skills; analytical skills, ability to thrive in a fast-paced environment, and ability to handle pressure to perform successfully on the Job.
Role and responsibilities
Workforce analytics and Strategy Consultants perform various functions, including overseeing all aspects of designing workforce optimisation such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous workforce analytics and strategy project for our customers.
A Workforce analytics and Strategy Consultant performs the following duties, tasks, and responsibilities:
•Serve as the primary point of contact on workforce analytics strategy
•Serve as subject-matter expert on workforce optimisation issues
•Responsible for designing a governance framework for maintenance and upkeep of scheduling software
•Responsible for designing a governance framework for reporting data management activities around employee scheduling and forecasts
•Advise on possible improvements of processes and increase efficiency of operations by recommending necessary changes
•Advise on the possibilities of Data-Driven analytics dashboards and design options
•Advise on the possibilities of Strategic analytics dashboards and design options
•Advise on the possibilities of Operational Performance analytics dashboards and design options
•Work with our team of Data-Scientist and Analytics Developers to document the development of the workforce analytics environment
•Work with our team of Data-Scientist to design our customer’s HR Data Warehouse data model and infrastructure
•Be the contact point for any customer interaction on Workforce Analytics
Skills, Knowledge, and Abilities
As a Workforce analytics and Strategy Consultants you have acquired the following abilities, knowledge, skills, and experience:
•Education: a minimum of Bachelor’s degree in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 4-8 years of experience
•Knowledge: you must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. You must poses the ability to summarize, visualize, and present data. It is important that you possess knowledge of key HR and HR-Contact Centre metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and TAT. You must also possess benchmarking and trending experience
•Computer skills: you must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks. You must also have working knowledge of Microsoft PowerBI, Data Warehouse technologies and other workforce management software used to manage schedules, workflow, and statistical data
•Analytical skills: you must possess analytical skills essentially for reviewing information, analysing data, and making appropriate recommendations for improvement
•Communication skills: you must possess strong communication skills to ensure that our customer contacts are kept informed of developments effectively, and to ensure that all appropriate stakeholders are aware of issues
•Organizational skills: you must be able to establish an efficient workplace environment, therefore, it is important that you are able to manage a range of tasks and prioritise responsibilities, and meet deadlines
•Self-starter/Teamwork abilities: you must be able to work independently as well as function effectively as a member of our team
•Ability to handle pressure: you require the ability to work effectively in a fast-pace situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.
What we’ll offer you
Professional development. Accelerated career progression. An environment that encourages entrepreneurial spirit. It’s all on offer at Capgemini. And although collaboration is at the core of the way we work, we also recognise individual needs with a flexible benefits package you can tailor to suit you.
Why we’re different
At Capgemini, we help organisations across the world become more agile, more competitive and more successful. Smart, tailored, often-groundbreaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals. You will too.
Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable