Workforce Management Scheduler
1 week ago
Etraveli Group is a leading company for tech solutions and fulfillment capabilities for online sales of flights. Our team strives to make the world smaller for our customers and bigger for our people. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve with flights. Etraveli Group has established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Our diverse team of over 2500 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Major offices are located in Sweden (HQ), Canada, Greece, India, Poland, and Uruguay.
Key Responsibilities:
Review forecasts and publish scheduling related activities end to end. Ensure scheduling efficiency, timeliness of schedule release, and coordination with Operations of leave planner and scheduling inputs. Generate the best suitable work patterns and shift activities, and track scheduling efficiency.
Requirements:
Minimum 3 years of experience in WFM, minimum years as a scheduler, and experience of scheduling on Genesys Purecloud. Possess good business acumen, analytical interpretation of data, and excellent written and verbal communication skills. Strong interpersonal skills to facilitate cross-geographic interaction and proficiency in using MS Office applications (MS-word, Excel) & Google Sheets.
Maximize efficient utilization of resources for schedules that have been released in the most cost-effective way, holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver requirements consistently. Ensure 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.
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. 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 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.
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Mumbai, Maharashtra, India Etraveli AB Full timeEtraveli Group is a leading company for tech solutions and fulfillment capabilities for online sales of flights. We strive to make the world smaller for our customers and bigger for our people. Our diverse team of passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do.As a Scheduler (WFM), you will be...
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