Associate Technical Analyst - WFM

Computacenter Ltd • Bangalore Bengaluru

Bangalore Bengaluru

217099-en_GB

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you’ll do

Forecasting & Capacity Planning: Develop and refine long-term and short-term forecasts using historical data, business trends, and predictive modeling.
Scheduling Optimization: Design and implement efficient scheduling strategies to meet service level goals while minimizing labor costs.
Real-Time Performance Monitoring: Oversee intraday operations, identify deviations, and recommend corrective actions to maintain SLA compliance.
Reporting & Insights: Create and present actionable reports and dashboards to leadership, highlighting trends, risks, and opportunities.
Process Improvement: Lead initiatives to enhance WFM processes, tools, and methodologies for greater accuracy and agility.
Stakeholder Engagement: Collaborate with operations, HR, finance, and IT to align workforce strategies with business objectives.
Mentorship & Leadership: Guide junior analysts in best practices, data interpretation, and professional development.

What you’ll need

Excel (advanced), SQL, WFM platforms (e.g., Genesys, Verint), BI tools (e.g., Power Bi, Tableau)
Forecasting, trend analysis, scenario modelling
Stakeholder presentations, data storytelling
Team coaching, cross-functional collaboration

Experience and Education

1 to 3 years in WFM, analytics, or contact centre operations
Bachelor's degree in a relevant field or equivalent work experience or relevant technical certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).

Skills:

Expert knowledge of Excel, use of pivot tables and formulas
Forecasting call volume and workload trends
Ability to work collaboratively in a team with 24/7 work environment.

Why you should choose us

Open communication

Despite our size, we’re an open organisation that doesn’t hide behind hierarchy. We communicate regularly, openly and directly. For us, it’s about being straightforward, delivering and doing the right thing. Essentially, we’re people dealing with people.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards, quarterly and annual rewards, and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme to support your health and wellbeing.

Pension and financial security

We offer various benefits to help our people save money for the long term an maintain financial security.

Time off to explore your creativity

Our people-driven internal core committees ensure that you taking time off work to invest and explore your creativity in various activities.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking.

What’s the secret of our success? Quite simply, it’s our people. The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

You Belong

We’re a place where you can belong

At Computacenter, people matter. We value what makes you, you, and believe everyone should feel comfortable being themselves at work. Here, you’ll be recognised for your contribution, supported to grow, and welcomed into a vibrant, collaborative culture where you can experience a genuine sense of belonging - because when you thrive, we thrive.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply.