Scheduling Operations Associate

6 days ago

Gurgaon, Haryana, India beBeeScheduling Full time ₹ 8,00,000 - ₹ 12,00,000
Job Title:

Planning Scheduling Associate

Role and Responsibilities:
  • Collaborate with various business units, quality and training to schedule necessary training and associate coaching to ensure commitment towards quality.
  • Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on intraday reports on performance and business goals.
  • Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
  • Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
  • Develop schedules and staffing plans for assigned business in accurate and timely manner.
  • Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
  • Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
  • Maintain various WFM tools and set ups e.g. IEX entities etc.
  • Collaborate with other WFM departments like real-time and planning to constantly review and improve the health of business and increase profitability.
Required Skills and Qualifications:
  • Understanding of financial impact of all decisions made within WFM.
  • Bachelor's degree in related field from a college or university along-with two to four years of relevant experience - preferred.
  • Solution-driven and result-oriented mindset.
  • Strong oral and written communication skills
  • Highly proficient in Microsoft Office tools.
  • Ready to work in dynamic 24*7 environment handling international programs/clients.
  • Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
  • Self-starter, sense of urgency and works well under pressure.
  • Strong attention to detail
  • Highly professional and able to develop strong business partnerships.
  • Hands-on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys
Benefits:

Gain valuable experience in WFM and contribute to company's success.

Others:

Apply now to take your career to the next level

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