Schedule Management:
- Support senior management in designing and maintaining optimal agent schedules to meet dynamic business demands. Ensure schedule accuracy and compliance with WFM (Workforce Management) processes by coordinating with offshore teams.
Schedule Optimization:
- Analyze schedule fit efficiency and recommend improvements for optimal intraday and deviation planning. Optimize agent schedules for daily operations and coordinate handovers to the tactical planning team.
Offshore Coordination:
- Work closely with offshore planning teams to align schedules, manage workloads, and coordinate offline activities and bank holiday scheduling.
Communication & Collaboration:
- Establish and maintain effective communication with key business areas and planning teams across all sites. Conduct and lead handover meetings to communicate plans to tactical planning and operations teams.
Project Involvement:
- Participate in and lead ad-hoc projects. Ensure continuous engagement with relevant stakeholders across planning functions and business units.
Reporting & Analysis:
- Perform detailed analysis of scheduling data to support operational decision-making. Ensure data-driven recommendations are made to improve workforce efficiency.
Required Qualifications & Experience:
Education:
- Matric (High School Diploma) required.
Experience:
- 3–4 years of planning/scheduling experience within a BPO or similar environment.
- Experience working with the Marks & Spencer (M&S) account is preferred.
Technical Expertise:
- Proficient in using WFM tools such as Aspect eWFM, AIDA, Dakota, Firefly, OPT, MI Webview, and SharePoint.
- Advanced knowledge of MS Excel and Access.
