Job description 

Role and Key Responsibilities:

Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.

To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.

To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.

Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.

Develop schedules and staffing plans for assigned business in an accurate and timely manner.

Identify schedule/plan changes in relevant databases and escalate issues as appropriate.

Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.

Maintain various WFM tools and set ups e.g. IEX entities etc.

Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Key skills & knowledge:

Bachelor's degree in related field from a college or university with two to four years of relevant WFM/Scheduling experience.

Strong communication skills, both written and verbal.

Highly Proficient in Microsoft Office tools.

Strong attention to details needed.

Understanding of the financial impact of all decisions made within WFM.

Solution driven and result oriented mindset.

Highly Proficient in Microsoft Office tools.

Ready to work in dynamic 24*7 environment handling international programs/clients.

Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.

Self-starter, sense of urgency, and works well under pressure.

Highly professional and able to develop strong business partnerships.

Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is a must.

Educational Qualification: Graduation