Role and Key responsibilities:

• Gather data, conduct assessments, define user requirement and develop specifications for the Real time Management System
• Effective Capacity Planning
• Optimize use of tools/technology and workforce management techniques to improve efficiency and effectiveness of the organization
• Determine optimal work schedules and coordinate effective scheduling of non-productive activities like meetings, training sessions and vacations to ensure that response time and service goals are met
• Perform real time analysis and execution of intraday staffing adjustments in half hour increments on a need basis
• Drive Special Projects and Initiatives as assigned from time to time
• Resolve escalated issues and requests from the site management
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Produce and analyze daily efficiency reports (representative availability, access level etc.)
• Cater to real time ad-hoc requests as and when required
• Manage long-term forecast / staff plan and lead monthly staff plan / budget meetings.

Key skills and knowledge:

• Planning and scheduling knowledge is essential
• Good knowledge of MS Excel, Power point & Power BI (preferred)
• Solution driven and result oriented
• Strong oral and written communication skills.
• Highly Proficient in Microsoft Office & Google sheets.
• 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.
• Ability to analyze possible solutions using standard procedures and principles.
• Ability to solve a range of straightforward problems with a moderate level of guidance and direction.

Qualification : 

Graduation