Workforce Scheduler - Mumbai, India - Sitel

Sitel

Verified Company

Mumbai, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

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 timeoffs, 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

1 EDUCATION 5% Undergraduate 2 EXPERIENCE TARGET 15% Total WFM 3 years +, In Scheduling 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 % 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 7 RESPONSIBILITY & ACCOUNTABILITY 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