Job Description

Why Kyndryl Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl?

We are always moving forward \xe2\x80\x93 always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. We invest heavily in you \xe2\x80\x93 not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back \xe2\x80\x93 from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way. Your Role and Responsibilities The Kyndryl CIO organization is transforming how we provide Service Desk support. We are looking for talented Workforce and Data Analyst to join our team in Bangalore, India. The Workforce and Data Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning and forecasting staffing requirements translate to the creation of optimal schedules and real-time management to support multi-location Service Desk operation.

• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Provide real-time monitoring via Five9 and/or Avaya and deploy workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve business objectives.
• Generates and evaluates staffing schedules. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.
• Publish employee performance dashboards incorporating data from various platforms.

Required Technical and Professional Expertise

• Required experience 2 years.
• Complete understanding of overall Service Desk Call and Chat operational activities.
• Must have a good working knowledge of Excel, Word, PowerPoint, Power BI, VB Scripting and have the ability to organize data in a structured manner.
• Must have the ability to publish performance dashboards with data from multiple platforms.
• Capacity Planning experience is preferred.
• Minimum of two years of experience in performing WFM functions in a multi-site Service Desk environment required.
• Ability to perform forecasting in a multi-site Service Desk environment and schedule resources.

Preferred Technical and Professional Experience

• Must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams.
• Must possess strong quantitative, analytical, and technical aptitude skills and must be able to multi-task, be detail oriented and demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.
• Must possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Must possess the ability to convey thoughts and concepts effectively, accurately, and concisely, and provide information to all organization customers.
• Must possess the ability to work independently, establish priorities and demonstrate good judgment skills with the ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

Required Education Bachelor\'s Degree Preferred Education Master\'s Degree Being You @ Kyndryl Diversity is a whole lot more than what we look like or where we come from, it\xe2\x80\x99s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we\xe2\x80\x99re not doing it single-handily: Our Kyndryl Inclusion Networks (KINs) are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you \xe2\x80\x93 and everyone next to you \xe2\x80\x93 the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That\xe2\x80\x99s the Kyndryl Way. Other things to know When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application. Primary Job Category Technical Specialist Role (Job Role) Customer Service Representative Employment Type Full-Time Contract Type Regular Position Type Early Professional Travel Required No Travel Company (Y030) Kyndryl Solutions Private Limited Is this role a commissionable / sales incentive based position No