Job Title:
Associate, Planning & Scheduling
Job Description
Associate, Planning & Scheduling 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 improvements for accounts/organization.
Key Responsibility :
- The WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
- Preparation of daily / Weekly / Monthly MIS reports
- Resolve escalated issues and requests from site management
- Root cause analysis of SLA deviations, action plan development and resolution
- Monitor real-time queue, schedule adherence & attendance.
- Key daily exception requests and update schedules
- Cross-train with Scheduling Analyst
- Optimize breaks the day of or day before the actual schedule
- Schedule ADHOC intra-day training requests and update schedules
- Attend centralized and/or site management meeting, as required
- Cater to real time ad-hoc requests as and when required
- Recommend strategies to Operations for improved labor utilization and key performance indicators
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365
- Document all incidents using the service management suite and notify impacted stakeholders
- Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
Desired Skills :
- Required good communication skill.
- Required good knowledge of MS Excel & Power point.
- Proficiency with computers
- Willing to work 24*7
- Ability to handle pressure situations
- Drive for self-learning and knowledge enhancement
- Contact Centre Workforce Management experience
- Extensive experience with WFM software (NICE IEX, Avaya CMS Etc.)
- Ability to simplify complex operations into repeatable processes
- Comfortable in fast-paced environment
- Ability to make decision in time sensitive ambiguous situations
Location:
JAM Montego Bay - Free Trade Zone
Language Requirements:
Time Type:
Full time
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