Workforce Scheduler, Fraud and Abuse Prevention

6 months ago


Bengaluru Karnataka, India ADCI - BLR 14 SEZ Full time

2+ years’ experience in Contact Center support role required.
- Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers.
- Analytical and solid communications skills are essential to be successful in this role
- Advanced skills using Microsoft Excel in a business environment
- Speaking-listening-writing skills, attention to details, proactive self-starter

We are looking for an exceptional Workforce Management (WFM) Scheduling Analyst.

Key Responsibilities
- Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
- Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
- Responsible for the on boarding of new hires into scheduling system.
- Reviews and processes schedule change requests.
- Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
- Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
- Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.

Bangalore, KA, IND | Bengaluru, KA, IND | Hyderabad, TS, IND
- Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.
- Experience managing Aspect or IEX IDPs highly desirable.



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