Advance Auto Parts Hiring for Business Technology Specialist at Hyderabad, Telangana Full Time

SUMMARY

The Customer First Service Center Team is a component of Advance Auto Parts’ Information Technology function. The platform will provide a structured way to develop and evolve service implementations. Key to this approach is the instantiation of an API-centric developer ecosystem that enables solutions to easily construct consumer-facing applications by accessing these platform services. With a product-centric discipline, the platform enables a framework to evolve back-end services in parallel, ultimately driving faster agility and time-to-market of key features, enabling Advance’s Mission of having a “Passion for Customers. Passion for Yes.”

The Contact Center Workforce Analyst will be responsible for managing the monthly, weekly and day to day forecasting for omnichannel functions. This role is responsible for ensuring that strategic goals are met by aligning forecast models with strategic goals. You will be empowered to innovate—it is expected you will contribute to automation and the refinement of coding standards and processes that will enable product teams to release features on-demand.

Successful candidates will also take pride and ownership of his/her applications, demonstrate a penchant for design, communicate clearly, and have a consistent track record of success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Knowledge of Contact Center environment

Understand the role of innovation in the digital era and drive disruptive innovation at workplace.

Knowledge of short-term and long-term Forecasting and capacity projection to meet business requirements.

Partner with cross functional team to understand the key drivers of volume and incorporate into forecasting and planning.

Create business reports for all functions within Customer First Service Center detailing weekly headcount and capacity across all sites.

Consistently perform quality review of data and report results

Create a design thinking culture to drive innovation in an organizational setup

Review and prepare trend analysis that will provide insight on how to better manage future projections.

Partner with business teams within Customer First Service center to coordinate analysis around workforce planning.

Identify the needs of the customers and building the ideation techniques to achieve the project goals.

Comfortable working in an open, dynamic, rapidly changing environment where collaboration is crucial.

Additional duties and assignments as required.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

Experience with Workforce Optimization modules preferred

Verint Workforce Management

Forecasting Management

Capacity Management

Data Analytics

SQL Database

PowerBI

Data Visitations

3+ years of experience in Business Planning and analysis, workforce optimization and planning or combination of both.

Experience working in an Agile/Scrum environment preferred

Experience using Microsoft Office suite including Excel, PowerPoint, Word, Visio, SQL and PowerBI

Strong analytical skills with attention to detail

Advanced problem-solving skills with the ability to work independently while exercising sound judgement

Communication Skills

Exceptional customer relationship skills including the ability to discover the true requirements underlying feature requests, recommend alternative approaches, work with project Lead on agreed technical approach

Ability to work collaboratively with or lead cross-functional teams with minimal supervision.

Excellent interpersonal, written and verbal communication skills to work with different business groups as well as IT partners at all levels within the organization.

Time Management

Ability to effectively plan, organize and prioritize multiple streams of activity. Adapt well to changes.

Demonstrated ability to establish priorities, organize, and plan work to satisfy established timeframes; meet commitments and multi-task in a fast-paced work environment with a high-level of accuracy and efficiency.

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