Must be amenable to work 100% onsite at our Eastwood Site
At least 3 years of experience in Workforce Management
Excellent skills in scheduling and real-time time management is a must
Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
Flexible and willing to work in shift schedules
Job Description:
Generates schedules accordingly to meet the business requirements enabling superior customer service
Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
Regularly performs volume and performance analysis and proactively communicate possible impacts to business
Supports management with all necessary reports and planning models to facilitate the process of decision making
Monitors actual activities and compare it to plan and make recommendations for immediate changes
Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
Ensures that pre-planned activities are being scheduled in advance and communicated effectively
Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
Executes skill change and reallocation requests and initiatives
Provides recommendations in case of understaffing/overstaffing
Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
