Customer Service Workforce Planner

2 weeks ago

Bengaluru, India Travix Full time

**About Travix**

The aim for the Workforce Planner is to efficiently align staff to demand in all our Customer Service and Excellence Centers globally. Perform trends analysis on all our channels and use this data to plan and maintain the required Service levels. Support the Traffic managers and if needed, proactively take corrective action and intervene to ensure productivity.

**Job Purpose**

The Global Workforce Specialist is responsible for efficiently scheduling the right capacity based on the forecasted demand and required Service levels. Timely share the schedules with the Customer Service and Excellence Center agents and take care of leave, training and coaching requests based on the capacity planning. And finally, advise the management on productivity, shrinkage and attrition.

**Key Responsibilities**
- Based on the analysis of the forecasts and capacity planning, create daily, weekly and monthly work schedules for the Customer Service and Excellence Center agents in our Workforce management tool Injixo. Use the input from the Workforce manager to match staffing levels with demand.****:

- Translate shortages in forecasts and schedules into actionable instructions to the Workforce Manager and Team Managers to improve accuracy in planning and forecasting.
- Maintain administrative care of Injixo by creating and terminating agent profiles, skill sets, activities and contracts
- Have an active role in directing the Traffic Managers on site to meet daily Service level targets. Throughout the day guide them in monitoring real-time workload, checking schedule adherence and optimizing occupancy.
- Make daily end-of-day reports on the actions undertaken, results and root cause analysis

**What you bring to the table**
- 5 years of management experience in a medium to large contact center and/or Ticketing/ fulfilment team.
- Adequate knowledge of Customer Service related technology such as customer contact tooling, resource tooling & performance management tooling. Including expert skills in IATA and ARC Ticketing/fulfilment
- Experience in a multinational company and in working in different cultures and/or countries
- You are fluent in the English language - oral and written
- You have an analytical mind
- You are energetic and have a positive mindset.

**What you can expect**
- Opportunity to work in flexible working.
- Attractive rewards and benefits.
- Supportive team, international and friendly environment.
- Opportunity to develop

**Benefits**
- Transport: Free transportation with door-to-door pickup and drop facility round the clock.
- Medical Insurance for Self, Spouse, Children & Parents/ Parents-in-law
- Personal Accident and Term Life Policy for employee
- World Class Facility - Cafeteria and break-out zones

**Ready to start your own Travix journey?**

Make your career at Travix If you share the same values as we do, you are just as passionate and ready to build your own legacy, we would love to hear from you

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