Workforce Scheduler

5 days ago

Mumbai, India Sitel Group 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

**Workforce Scheduler

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