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Senior Scheduling Professional

2 weeks ago

Thāne, Maharashtra, India beBeeManager Full time ₹ 8,00,000 - ₹ 12,00,000
Workforce Manager

Develop and implement effective scheduling strategies to achieve optimal service levels and employee satisfaction. As a Workforce Manager, you will be responsible for managing employee schedules based on forecasted workloads, service level targets, and productivity requirements.

A key aspect of this role is creating efficient and effective schedules by considering factors such as call volumes, customer demand patterns, staffing constraints, and employee availability. Monitoring and managing employee adherence to assigned schedules is also crucial.

Additionally, you will need to continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability. Timely adjustments to schedules or resource allocation are necessary to maintain optimal service levels and address any imbalances or disruptions in operations.

Collaboration with WFM Analysts is essential in analyzing historical data, performance metrics, and workforce patterns to identify areas for schedule optimization. Seeking ways to improve efficiency, reduce costs, and enhance employee satisfaction while maintaining service levels involves adjusting shift patterns, implementing flexible scheduling options, or optimizing breaks and lunch periods.

Generating reports and providing insights on key workforce metrics, schedule adherence, and performance indicators is a critical function of this role. Updating internal/external reports and tools is also an important responsibility.

Finally, ensuring adherence to labor laws, regulations, company policies, internal and external standards is paramount. This includes compliance with all applicable laws and regulations, as well as adherence to established standards and procedures.