Role and Key Responsibilities:

• Skill-Based Scheduling for in-house agents
• Defines agents according to skills and proficiencies
• Agent Access & Allows agents to view schedules and acknowledge changes 
• Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency 
• Compares over/under staffing with total staffing hours.  Measures the effectiveness and quality of scheduling.
• Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.
• Support schedule planning 30days to 2 years in advance
• Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements based on KPI such as in and out of office shrinkage.
• Review the projected scheduled performance and review over/ under.
• Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites 
• Review DOW and Intraday Patterns and Support VTO/OT/PTO requests
• AHT profiling 
• Assumption Management and Support admin features of schedules tools to include rules.

Desired Skills :

• Proficiency in written and verbal communication – English (minimum B2 level)
• 1+ years’ exp in Scheduling using WFM tool (Ewfm will be an added advantage)
• Proficiency in scheduling of agents across multisite and a multiskilling environment.
• Strong process and mathematical orientation
• Root Cause Analysis, proactive management & data presentation
• Analytical bent of mind and strong process and mathematical orientation
• Knowledge of Contact Centre methodologies and operational principles.
• Complete understanding of overall operational activities including phone, email, chat, community and social media support.
• Effective communication skill.
• Advanced knowledge of MS products, particularly Excel, PowerPoint.
• Willing to work in a 24*7shift environment
• Drive for self-learning and knowledge enhancement
• Ability to simplify complex operations into repeatable processes 
• Ability to make decision in time sensitive ambiguous situations

Qualification : Graduate / Diploma/10+2