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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 

Workforce Scheduler


Job Segment: Scheduler, Supply, HR, Call Center, Customer Service, Administrative, Operations, Human Resources

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