Job Title:
Analyst, Planning & Scheduling
Job Description
Analyst, Planning & Scheduling
About the process
The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.
Essential Functions/Core Responsibilities
- Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
- Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company's commitment towards quality is met.
- Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
- Develop schedules and staffing plans for assigned business in an accurate and timely manner.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g., IEX entities etc.
- Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
Candidate Profile/Skills
- Bachelor's degree in related field from a college or university along-with two to four years of relevant experience - preferred
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Strong oral and written communication skills
- Highly Proficient in Microsoft Office tools.
- Ready to work in a dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency and works well under pressure.
- Strong attention to detail.
- Highly professional and able to develop strong business partnerships.
- Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys.
Career Framework Role
- Requires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills.
- Analyzes possible solutions using standard procedures and principles.
- Builds knowledge of the organization, processes, and customers.
- Solves a range of straightforward problems. Receives a moderate level of guidance and direction.
Disclaimer
The above statements intend to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors
Language Requirements:
English (Required)
Time Type:
Full time
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