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Analyst, Planning & Scheduling Other Workforce Management (WFM) Location Gurugram, India Language English Apply Now Description

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. 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/business. 

Key Responsibilities :

Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.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.

Desired Skills :

Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.Ability to plan well and set priorities based on needCall center experienceGood decision-making skillsExcellent written and oral communication skills required to interact with all levels of management & client representatives.Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsMaintain confidentiality.WFM background (Scheduling and RTA) and knowledge of MS Excel Apply Now