Job Details
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Job Description
Key Responsibilities:
- Reconciles daily attendance with agents schedule and time in/time out reporting.
- Create and deliver daily, weekly and monthly WFM reports.
- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Maintain running report of attendance incidents.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
- Ability to facilitate Daily Operations updates.
- Manage non-productive time request process , ensuring activities are planned without impacting SLAs
- Reports the operational violations to HR to implement CC Code of Conduct.
- Perform any additional related tasks.
Job Requirements
- Bachelor degree
- Proficiency in MS office software.
- Previous experience in Retail company
