Workforce Scheduler

Req ID#: 179648

Mumbai, AP, IN, 400072

Workforce Scheduler

Operations

Summary of Primary Job Responsibilities:

To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
To ensure that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.
Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner
Tracking Training batches and learning curve for New Hires including proficiencies
WFM schedule optimization
Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year
Regular Schedule Adherence reporting for Operations
Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate
To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities
Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role Perform other responsibilities as required and assigned

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

1-3 years of WFM experience with minimum 1 year as a Scheduler.
Minimum Higher Secondary Education
Strong computer skills that include proficiency in MS Office suite, particularly Excel.
Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc.
Generate best suitable work patterns and shift activities
Generate schedules and track scheduling efficiency
Must be able to communicate clearly and effectively with all levels within the organization.
Knowledge of various Call Center Reporting Systems would be a plus.

COMPENSABLE FACTORS			Weightage	Scheduler

1	EDUCATION		5%	Undergraduate
2	EXPERIENCE TARGET		15%	Total WFM 3 years + , In Scheduling 1.5
3	KNOWLEDGE/ABILITIES		25%
	(required proficiency of the job)
	70%	WFM Knowledge		Full Professional
	15%	Mathematics / Statistics		Fundamental
	15%	Microsoft / WFM Tools		Full Professional
4	COMMUNICATION SKILLS		15%	Excellent command on Language & displays high standards of presentation skills
	50%	Verbal skills
	50%	Written skills
5	100%	Ownership & Stakeholder Management	10%	Demonstrates high ownership & stakeholder management skills in the assigned account
6	100%	Critical Thinning & Problem solving	10%	Demonstrates value add approach to every opportunity / delivery given & front ends problem solving in defined specialization
7	RESPONSIBILITY & ACCOUNTABILITY		10%
8	100%	Reputation Management		Ensures accountability , responsibility & Integrity is always safeguarded
9	100%	Initiatives & futuristic plan	10%	Demonstrates constant value add approach & works towards integration to changing demand / supply modes