Workforce Scheduler

2 weeks ago

Mumbai, India Sitel Full time

**Summary of Primary Job Responsibilities**:

- To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
- To ensure that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
- To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.
- Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner
- Tracking Training batches and learning curve for New Hires including proficiencies
- WFM schedule optimization
- Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year
- Regular Schedule Adherence reporting for Operations
- Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate
- To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities
- Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role
- Perform other responsibilities as required and assigned

**Typical Qualifications**: _(education, experience, knowledge, skills and abilities typically needed to perform this job)_
- 1-3 years of WFM experience with minimum 1 year as a Scheduler.
- Minimum Higher Secondary Education
- Strong computer skills that include proficiency in MS Office suite, particularly Excel.
- Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc.
- Generate best suitable work patterns and shift activities
- Generate schedules and track scheduling efficiency
- Must be able to communicate clearly and effectively with all levels within the organization.
- Knowledge of various Call Center Reporting Systems would be a plus.

**COMPENSABLE FACTORS**

**Weightage**

**Scheduler**
- 1- EDUCATION- 5%- Undergraduate- 2- EXPERIENCE TARGET- 15%- Total WFM 3 years +, In Scheduling 1.5- 3- KNOWLEDGE/ABILITIES- 25%- (required proficiency of the job)- 70%- WFM Knowledge- Full Professional- 15%- Mathematics / Statistics- Fundamental- 15%- Microsoft / WFM Tools- Full Professional- 4- COMMUNICATION SKILLS- 15%- Excellent command on Language & displays high standards of presentation skills- 50%- Verbal skills- 50%- Written skills- 5- 100%- Ownership & Stakeholder Management- 10%- Demonstrates high ownership & stakeholder management skills in the assigned account- 6- 100%- Critical Thinning & Problem solving- 10%- Demonstrates value add approach to every opportunity / delivery given & front ends problem solving in defined specialization- 7- RESPONSIBILITY & ACCOUNTABILITY- 10%- 8- 100%- Reputation Management- Ensures accountability, responsibility & Integrity is always safeguarded- 9- 100%- Initiatives & futuristic plan- 10%- Demonstrates constant value add approach & works towards integration to changing demand / supply modes

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