Overview: Cvent is a leading meetings, events and hospitality technology provider with more than 4,800 employees and nearly 22,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship --a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. We foster an environment that promotes agility, which means we don’t have the luxury to wait for perfection. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections. In This Role, You Will: Building Capacity models, forecasting for diversified LOBs – Support queue, project management and hybrid models and regularly updating them · Workforce Planning and Strategic Planning – Suggesting ways to improve occupancy and utilization levels for all LOBs. ·Develop and implement workforce planning strategies that align with the company’s objectives and growth plans. ·Collaborate with TA and department leaders to forecast future workforce needs based on business growth, projects, and market conditions. ·Monitor and report on workforce metrics, including budgeting, employee productivity, and costs. ·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. Here's What You Need: ·Ability to front end high level executive reviews with Senior Management/CXO levels. ·Ability to create High Level Executive Dashboards ·10-12 years CS Operations role handling Workforce Planning and Strategic 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 planning 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.