Workforce Planner(Wfm)

3 days ago

Hyderabad, India Covi-Sense Full time

**Role Description**:
We are looking for a seasoned Workforce planning and scheduling Ninja.

Are you a wiz at calculating occupancy, shrinkage, Attrition, AHT, and resource utilization and building actionable intel for your business?

Role and Responsibility:

- Should have solid understanding of WFM fundamentals including capacity planning, Forecasting, scheduling and Timely reporting.
- Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a fast paced organizational environment
- MIS reporting using MS Excel at Operational and minimum Generate timely & accurate reports and preparing dashboards.
- Creating and managing Daily, weekly & monthly reports using MS-Excel and MS-Access in depth analysis.
- Maintaining Attendance and calculating attendance percentage.
- Should have good knowledge on SLA, occupancy, productivity, attrition and shrinkage formulas
- Consolidating Head count data for all processes and preparing attrition reports.
- Tracking associate wise AHT on daily basis.
- Preparing the reports for calls offered, calls answered and abandoned.
- Maintaining agent wise timesheet (login-Logout) and calculating total break hours and staffed time.
- Preparing consolidated monthly performance reports for all the agents.
- Tracking agent wise tickets created, resolved and closed.
- Ad-Hoc reports will share with in time lines depending on Client or Ops manager requirement.
- Coordinating with Ops team and resolving quires with respect to data if any.
- Preparing PPT for client reviews on weekly basis.
- Should be flexible with Shifts
- Should be okay working from Office
- Experience working in IEX tool is an added advantage

Must be open for Night and Afternoon shifts.

U3- TL - at least 1 yr on paper team handling; CTC upto 9L including variable.

U4- AM- At least 1 yr on paper as an AM; CTC upto 12 L including variable.

Note; Immediate joiner
- max 30days.

Good communication.

No relocation bonus.

Operations TL and AM are not required.

Hope to see some good profiles (not numbers but quality).

**Job Type**: Regular / Permanent

**Salary**: ₹80,000.00 - ₹90,000.00 per month

Schedule:

- Rotational shift

Ability to commute/relocate:

- Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)

**Speak with the employer**
+91 9398327524

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