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Job Description
- Executes plans and ensures effective implementation of schedules.
- Administers Call Center Agents’ scheduling.
- Uses over and under rules to minimize the gap between actual arrival patterns and foretasted patterns.
- Reconciles daily attendance with agents schedule and time in/out reporting in coordination with the Team leader.
- 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
- Perform any additional related tasks.
Job Requirements
- Bachelor’s Degree
- 1+ Year of work Experience in the call center industry in Workforce management
- Excel & Access Proficiency
- Good Business Writing Skills.
- Good Presentation Skills.
- Good Analytical Skills
- Organizing and Time Management
- Good Communication Skills
- Attention to Details
- Ability to handle Multiple Tasks
- Flexible with rotinal shifts till 12:00 AM
