The purpose of this role is to manage all activities associated to scheduling and Real-time management effectively. Also communicate with various departments to flag off and handle issues related to the scheduling & real-time for the contact centre with an objective to deliver the line adherence as per the targets

Primary Responsibilities

• Review Weekly/Monthly forecast demand/productive hours and provide inputs
• Manage operations leave planning keeping the above in check 
• Prepare weekly intraday & rosters
• Optimum projection on KPIs and Productive hours for the coming week
• Manage over and under at an interval level
• Ensure line adherence targets are met consistently as per plan
• Prepare & manage day to day shrinkage & schedule adherence
• Daily Monitor efficiency KPI’s effectively to ensure they meet their targets
• Effectively manage outage scenarios
• Prepare Reporting of floor activities for scheduling & real time (few mentioned)
• Hourly updates on Productive hours, AHT, Service Levels, etc… 
• Manage ad-hoc requirements from Ops & any other functions
• Discuss daily / weekly performance with stakeholders
• Outlier management for all efficiency parameters 

Knowledge, skills & competencies required

Functional Skills and Competencies:

• Overall Understanding of the Workforce Management
• Understands and know the purpose of the role and how it links to the other roles.
• Good knowledge of MS Excel in terms of Formulas & Pivots etc...
• Understands and has knowledge of key Contact Center metrics such as line adherence, over/under, scheduling efficiency, shrinkage, AHT, Occupancy, schedule adherence, etc...
• Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels

Customer Focus (Core)

• Ability to maintain high confidentiality with sensitive information, data and display integrity.
• Ensure that customer is the focus (internal and external) of all actions and decision taken

Communication Skills

• Ensures delivery of all promises and commitments made to the customers / stakeholders
• Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
• Ability to translate and summarize analytical data findings into actionable recommendations

Interpersonal Skills and Teamwork

• To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels
• Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda

Education & Experience required: 

Education

• Minimum – Higher Secondary Class
• Strong knowledge of MS Office especially MS Excel

Experience

• Minimum 3 years of work experience in Contact Centre Industry 
• Minimum of 2 year experience in Workforce Management