Summary
The Scheduler will have responsibility for all administrative and scheduling duties. This includes Schedule maintenance and creation, Intraday planning, reporting, agent maintenance on WFM systems, Annual Leave management and overall WFM tools/reporting maintenance. Work closely with Operations and Training teams to best plan intraday activities and identify possible changes in arrival patterns.
Description
Job Responsibilities:
- Consult with Operations and Planning to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate
- Assist in the recruitment process by providing advice based on forecasted staff requirements, attrition and absence.
- Validating Headcount updates prior to schedule generation in alignment with Capacity Planner.
- Prepare reports for schedule and staffing analysis to be presented to Operations
- Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
- Experience in a Call Centre or similar experience related to a solid understanding of production environment metrics such as Service Levels KPIs, AHT, Shrinkage, and FTE’s calculations
- Should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.
- Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on SLA concerns.
- Update and maintenance of WFM tools and reporting back to central teams
- Must have done RTA role at least if not coming from contact center scheduling background.
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Essential Criteria
- English B2 minimum (C1 preferable)
- Minimum of 1 year in RTA role
- Good knowledge with MS Excel
- Applicants must be from RTA department only
- Must have been using IEX N.I.C.E WFM tool for real time monitoring and Schedule communications
- Must have no warnings or PIP for last 6 months
- Hybrid model WAH & Samco site (5th settlement city)
- Must be able to work US hours (Night shift starts anywhere between 2 PM and 7 PM CLT)
- client facing experience
- Proficient in resource scheduling/intraday management applications.
- Ability to multi-task and meet timelines on deliverables
- Proven experience consulting with all levels of management, peers, and teams
- Detail oriented
- Good analytical, numerical and problem solving skills.
- Possess effective organizational skills and time management skills with the ability to multi task proficiently.
- Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
- Strong team building and leadership skills, including strong logical thought processes.
- Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
- Ability to extract, manipulate and present data from WFM application/manual platform.
Desirable Criteria for the External Applicants Only (outside Concentrix)
In addition to the above, needs to have:
- WFM background (Scheduling and RTA) and knowledge with MS Excel
- Experience with other WFM tools such as Teleopti, Genesys, etc.
