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Company Name : Morningstar
Location : Mumbai, Maharashtra
Position : Product Trainer
Job Description : Based out of the Mumbai office. This Workforce Management Analyst role focuses largely on analytical and strategic support including real-time management, scheduling, and forecasting for Support Teams globally. This role reports to the Global Manager of Workforce Management and Quality Assurance.
Manage short and long term scheduling and coverage optimization needs for Client Support Teams, globally.
Monitor work queues on a real-time basis, ensuring that Service Levels and other performance goals are achieved.
Use WFM tools to monitor workload volumes, real-time adherence, and intraday performance.
Work closely with Support Leadership to ensure appropriate coverage for all support teams.
Maintain the Workforce Management inbox with a high sense of urgency and accuracy.
Detect Service coverage needs and/or changes in requirements.
Identify and address reporting and analytical needs of the Customer Success teams.
Provide ad-hoc reporting and analysis as requested.
Act as WFM liaison between Mumbai and Chicago
High level of proficiency using Microsoft Excel is preferred.
Ability to quickly analyze data and provide summarized findings and/or recommendations.
Comfortable with making quick decisions that will impact team performance and the customer experience.
Willingness to be available early or late as needed, for project, support, or meeting purposes.
Ability to thrive in both team and individual contributor environments.
Detail-oriented self-starter with an enthusiasm to provide the highest level of support to internal customers.
Experience making Tableau dashboards is a plus.
Familiarity with Salesforce reporting is a plus.
At least 1 year of prior client service experience is preferred.
Excellent communication, organizational, and time management skills.
Exhibits strength and confidence in both social and analytical skills.
Morningstar is an equal opportunity employer.
I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity
This post is listed Under Mumbai jobs
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