Role and Key Responsibilities:

Manage a team of Real Time Analysts.

Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on intraday basis

Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement

Identify and analyze issue, complete post-mortem report and provide feedback

Communicate with Partner/Client POCs to address variances

First level of Escalation for Intraday issues.

Key Skills & Knowledge:

Experience in managing large scale complex operations in Real Time

Experience in managing multi-site and multivendor environment

Strong Communicator and decision maker

Strong business acumen

Should be a go-getter and a collaborator

Analytical and Problem-solving ability.

Ability to simplify complex operations into repeatable processes.

Hands-on experience in Telephony and WFM tools. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)

High attention to detail and sense of professionalism and ability to develop relationships

Qualification: Graduate