Scheduler / Workforce Management Analyst (WFM)

Scheduler / WFM Analyst

6 - 12+ months extendable contract (With possibility of conversion to full time, based on performance)

Location: Hyderabad, India (Onsite)

Only Local candidates required. 

Duties:

•             Create and maintain the schedules of individuals or teams including Shift Bid.

•             Maximizing efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, time-offs, break planning, proactively ensuring sufficient coverage at all times.

•             Balance the availability and resources to ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes in priorities or deadlines.

•             Partnering with the Capacity Planning and Operations team to address any schedule/staffing and performance gap.

•             Closely working with RTAs to ensure agent adherence & productivity is controlled & action is taken where appropriate.

•             Maintaining the internal roster to properly account any leavers that will require additional account requests.

•             Work across department leaders to champion continuous process improvement.

•             Reviewing the schedules/IDP created by co-schedulers before releasing it.

•             Partnering with the Real Time Manager in identifying areas for improvements to workforce productivity, modifications of existing process and initiating new projects. Default POC when Manager is not available.

Skills:

•             Passionate about delivering an excellent Customer Experience

•             Minimum of 2-3 year of relevant experience in Workforce Management / Operations

•             Expertise in scheduling, reporting and has background in real time management and capacity planning

•             Proficient in the use of workforce management tools

•             Able to work with large amounts of data to identify trends and patterns.

•             Specialist in spreadsheet tools like Google Sheet.

•             Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

•             Excellent written and verbal communication skills required

•             Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance