Workforce Scheduler - Mumbai, India - Sitel
Description
Workforce Scheduler:
- Req ID#: 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 noncall 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)_
- 13 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
- 5%
- Undergraduate
- 15%
- Total WFM 3 years +, In Scheduling 3
- KNOWLEDGE/ABILITIES
- 25%
- 70%
- WFM Knowledge
- Full Professional
- 15%
- Mathematics / Statistics
- Fundamental
- 15%
- Microsoft / WFM Tools
- Full Professional
- 15%
- Excellent command on Language & displays high standards of presentation skills
- 50%
- Verbal skills
- 50%
- Written skills
- Ownership & Stakeholder Management
- 10%
- Demonstrates high ownership & stakeholder management skills in the assigned account
- Critical Thinning & Problem solving
- 10%
- Demonstrates value add approach to every opportunity / delivery given & front ends problem solving in defined specialization
- 10%
- Reputation Management
- Ensures accountability, responsibility & Integrity is always safeguarded
- Initiatives & futuristic plan
- 10%
- Demonstrates constant value add approach & works towards integration to changing demand / supply modes
Workforce Scheduler:
Job Segment:
HR, Scheduler, Call Center, Supply, Administrative, Customer Service, Human Resources, Operations
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