Job Description

:What You'll DoYou will be reporting to the Sr. Manager and working from the Pune office full-fledged.You will oversee workforce planning, real-time monitoring, and performance optimization using the WFM tool.
You will have experience in forecasting, scheduling, and analytics to ensure efficient staffing and service level achievement.
What Your Responsibilities Will Be

• Workforce Planning & Schedulingo Develop, manage, and optimize schedules using the WFM tool.o Ensure proper staffing levels to meet business demand.o Adjust schedules in response to changing forecasts and operational needs.
• Real-Time Monitoring & Intraday Managemento Monitor agent adherence, queue activity, and service levels in real time.o Take proactive steps to mitigate operational risks (e.g., schedule changes, reallocation of resources).o Communicate intraday updates to stakeholders and recommend adjustments as needed.
• Forecasting & Capacity Planningo Analyze historical data and trends to create accurate demand forecasts.o Work closely with operations and HR to plan for seasonal or unexpected workload changes.o Provide insights on staffing efficiency and optimization opportunities.
• Reporting & Analyticso Generate reports on key WFM metrics, including forecast accuracy, shrinkage, and adherence.o Use data-driven insights to improve workforce efficiency and performance.o Present findings to leadership and provide recommendations for continuous improvement.
• Process Optimization & Collaborationo Work cross-functionally with customer support, HR, and leadership to enhance workforce planning.o Identify inefficiencies in workflows and propose solutions for improvement.o Support integration and customization of the Assembled WFM tool to align with business needs.

What You'll Need to be Successful

• Experience: 2+ years in workforce management, preferably with Assembled WFM or similar tools.xc2xb7
• Technical Skills: Proficiency in workforce planning software, Excel/Google Sheets, and data analytics.xc2xb7
• Analytical Thinking: Ability to interpret data and make data-driven decisions.xc2xb7
• Communication: Strong verbal and written communication for stakeholder collaboration.xc2xb7
• Problem-Solving: Ability to adapt quickly to changing operational needs.
• Experience in customer support, call centers, or BPO environments.xc2xb7
• Familiarity with API integrations and automation within WFM tools.xc2xb7 Knowledge of workforce forecasting methodologies.

How We'll Take Care of YouTotal RewardsIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.Health & Wellness
Benefits vary by location but generally include private medical, life, and disability insurance.Inclusive culture and diversity
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.Learn more about our benefits by region here:
What You Need To Know About AvalaraWexe2x80x99re Avalara. Wexe2x80x99re defining the relationship between tax and tech.Wexe2x80x99ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business. Our growth is real, and wexe2x80x99re not slowing down until wexe2x80x99ve achieved our mission - to be part of every transaction in the world.Wexe2x80x99re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture wexe2x80x99ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.Wexe2x80x99ve been different from day one. Join us, and your career will be too.Wexe2x80x99re An Equal Opportunity EmployerSupporting diversity and inclusion is a cornerstone of our company xe2x80x94 we donxe2x80x99t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.

Avalara