Workforce Scheduler

Job Responsibilities

• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
• Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
• Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
• Manage Service Level & Abandon, Schedule & Break adherence
• Need to be well versed with scheduling to understand schedule adherence
• Need to constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.
• Need to have hands on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc.
• Executing schedule adherence for the processes & escalating deviation to Operations on real time basis
• Initiating proactive alerts related to performance, publishing interval reports/snapshots
• Informing Operations of mitigation plans, managing exceptions, overtime requirement
• Excellent Interpersonal, people management & stakeholder Management skills
• Be professional and courteous & maintain a high level of integrity and confidentiality at all times
• Team players with a ready disposition to learn
• Ensuring that Compliance standards are met, regarding Data, reports accuracy
• Ability to interpret correspondence and intended outcome accurately