Workforce Management Scheduler

18 hours ago

Bengaluru, Karnataka, India Conduent Full time
Description

Responsibilities:
 

  • Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation
  • Delivers the requirement calculation for all workflows based on transactions, productivity, and waste forecasts
  • Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations
  • Creating employee schedules with the automated WFM tool used for the specific accounts
  • Fine tuning the outcome of the automated schedule creation process to optimize the schedules against the requirement, with the goal to minimize schedule deviation and schedule inefficiency.
  • Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures
  • Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management
  • Actively participate and provide suggestions and solutions during schedule approach review
  • Create and maintain availability points or other settings for flex scheduling or other schedule methods
  • Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to
  •  Performs all mother duties as assigned

Mandatory Skills:
 

  • Basic proficiency of mathematical and analytical skills
  • Basic proficiency of communication skills
  • Strong collaboration skills
  • Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
  • Ability to focus on performance and results, and to act accordingly
  • Problem solving skills
  • Analytics experience or training
  • Knowledge of and/or experience with WFM systems, preferably NICE IEX
  • Knowledge of the COPC methodology
  • Result-oriented collaboration
  • Proactivity
  • Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
  • Effective communication & feedback
  • Elementary knowledge, skills and experience with scheduling
  • Be an expert – power of knowledge
  • Take ownership of (WFM) processes
  • Take responsibility of performance and quality
  • Make decisions (to improve) – use your knowledge
  • Act (instead of report and expect someone else to act)

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