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Asst. Manager/Manager - WFM

Ind - Gurgaon, HR

Asst. Manager/Manager - WFM – Global Support Operations

Cvent, Inc. (www.cvent.com) is the market leader in web-based event management and strategic meetings management software helping over 90,000 planners manage 275,000 events, surveys and marketing campaigns. Started in 1999 and headquartered in the Washington DC area, we are a growing software company currently having 900+ employees across the US and India office. We have been profitable for the last 9 consecutive years with an average growth of 45% each year.

 

In this role, you will own forecasting, staffing and scheduling processes as well as Professional Services operational reporting at a fast growing 350+ people Client Services organization

Responsibilities:

 

 

  • Building Capacity models, forecasting for diversified LOBs – Support queue, project management and hybrid models and regularly updating them
  • Effective Business & WFM consultation – Suggesting ways to improve occupancy and utilization levels for all LOBs
  • Stakeholder Management – Coordinate with respective Professional Services LOB heads, FinancialForce Admin and FinancialForce developers/ architects on the other end to gather and define requirements and test implementation in production.
  • Working as a coordinator between Finance and Sales and representing client services, being their advocate on providing stats and related aspects on behalf of professional services group
  • Availability/occupancy dashboards to help manage assignments of projects in line with timeliness of deliverables and ongoing progress tracker of each project.
  • Accountable for maintaining internal employee database, including tracking employee movement, attrition, skills, tenure and other taxonomy for the department
  • Effective Business & WFM consultation – Suggesting ways to improve occupancy and utilization levels for all LOBs
  • Stakeholder Management – Coordinate with respective Professional Services LOB heads, FinancialForce Admin and FinancialForce developers/ architects on the other end to gather and define requirements and test implementation in production.

 

Candidate Requirements

 

  • 7-12 years Support Operations role handling workforce planning, and business reporting role at a multi-channel client services organization .
  • Preferably from Engineering, Mathematics, Computer Science, Economics or related fields (background in mathematics and statistics assumed).
  • Strong MS Excel user, capable of executing complex reporting calculations; additionally, experience with a Business intelligence platform (Tableau, Domo, Birst, etc.) is an advantage.
  • Knowledge of and hands-on experience with various workforce management techniques, including but not limited to Erlang B/C, capacity planning. Knowledge of innovative methodology is an advantage.
  • Experience deploying a workforce management system (as a project manager or a contributor).
  • Go-getter, self-starter, able to work autonomously and make decisions in ambiguity.
  • Experience administering in FinancialForce/Salesforce and building reporting dashboards.
  • Admin certification in a business system – CRM tools Salesforce preferred.
  • Excellent communication, able to provide concise and precise answers.
  • Experience in COPC framework is an advantage.

 

 

Skills & Requirements Qualifications