Senior Scheduling Analyst

2 days ago


Mumbai, Maharashtra, India Etraveli Group Full time

Etraveli Group is a leading provider of technology solutions and fulfillment capabilities for online sales of flights. Our mission is to simplify complexity, connecting millions of flights and travelers across the globe.

We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

As a key member of our team, you will play a crucial role in making the world smaller for our customers and bigger for our people. Our diverse team of over 2500 passionate professionals is what makes us the industry's tech wonder.

Major offices are located in Sweden (HQ), Canada, Greece, India, Poland, and Uruguay.

Duties and Responsibilities:

You will be responsible for reviewing forecasts, publishing and managing all scheduling-related activities end-to-end, ensuring scheduling efficiency, timeliness of schedule release, coordination with Operations on leave planner and scheduling inputs, analytics and data mining, generating suitable work patterns and shift activities, and tracking scheduling efficiency.

Requirements:

Minimum 3 years of experience in WFM, minimum 1.5 years as a scheduler, experience of scheduling on Genesys Purecloud, good business acumen and analytical interpretation of data, excellent written and verbal communication skills, strong interpersonal skills to facilitate cross-geographic interaction, proficiency in MS Office applications (MS-word, Excel) and Google Sheets.

Your goal will be 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 requirements consistently.

You will 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.

You will complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner, track Training batches and learning curve for New Hires including proficiencies, maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitably across the year, Regular Schedule Adherence reporting for Operations, Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action is taken where appropriate, Monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities.

Estimated salary: $65,000 - $85,000 per year, depending on location and experience.



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