At TTEC, we're all about the Human Experience. Elevated. As a Senior Specialist, also known at TTEC as a Senior Specialist - Workforce Management (WFM) - Planning in Mumbai, India, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Have a passion to solve work related puzzles and continuously improve processes? Are you looking for an opportunity to experience something new each day? In this planning role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made based on the clients' needs. Enjoy thinking about the big picture and planning for the future to support the team and clients? You'll make sure scheduling policies are followed as you review historical data and survey the landscape for what's ahead and support the business.

You'll report to the Manager, Workforce Management. You'll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You'll

• Analyze and compare past staffing and revenue reports to prepare daily, weekly, and monthly reports and make recommendations for upcoming months
• Forecast and recommend staffing headcounts on a long-term basis
• Uphold and ensure customer data is strictly confidential and respected
• Work across departments leaders to champion continuous process improvement and motivate the groups you're working with to reach for amazing
• Bring your time management and organizational skills to manage multiple, complex, on-going tasks

What You Bring to the Role

• 1 year or more data analysis experience
• Associate degree, technical school or equivalent work experience
• Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• A solution-oriented mindset to ensure happy customers
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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