The Scheduling Capacity/Real Time Off icer is responsible for optimizing
workforce utilization and operational performance through workforce scheduling, real-time management, and analytics. The role performs scheduling and real-time analyst functions to ensure effective staffing coverage, operational efficiency, and achievement of service level, productivity, and customer experience objectives. The position works closely with Operations teams to align staffing plans and real-time actions with business requirements and customer demand.
Responsibilities
Workforce Scheduling and Capacity Planning
- Real-Time Workforce Management
- Performance Monitoring and Analysis
- Operational Support
- Forecasting and Resource Optimization
- Compliance and Process Adherence
- Continuous Improvement and Process Enhancement
- Workforce Reporting and Metrics Management
- Service Level and Productivity Management
- Data Accuracy and Workforce Systems Administration
Qualifications
- Bachelor's Degree in any related field
- 2 years relevant experience in Workforce Management - Real Time Monitoring and Scheduling
- Background in reports management and excel based reporting
- Knowledgeable in Avaya CMS reports, Workforce Management Systems of Verint, Intra Day Performance (IDP) creation trending, Erlang computation and capacity planning
- Willing to work flexible schedules, including holidays and weekends as needed
- Resilient under pressure and adaptable to change
- Proactive active and solution-oriented with a strong sense of accountability
- Strong ability with problem solving and analytical skills
- Collaborative team player and results driven
