- Drive continuous improvement for Transaction Quality and Delivery
- Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
- Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company s commitment towards quality is met.
- Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
- Develop schedules and staffing plans for assigned business in an accurate and timely manner.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g. IEX, eWFM entities etc.
- Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
Technical Skill Set:
- Bachelors degree in related field from a college or university along-with two to four years of relevant experience (Scheduling) - preferred
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Strong oral and written communication skills
- Client Management
- Highly Proficient in Microsoft Office tools.
- Ready to work in dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency and works well under pressure.
- Strong attention to detail
- Highly professional and able to develop strong business partnerships.
- Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys - preferred
Educational Qualification : Bachelor s Degree.
