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