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 nearterm action plan and schedule improvement • I

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 a 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