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Scheduler - WFM (Sr Analyst)

7 months ago

Mumbai, India Etraveli Group Full time

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.

Duties & Responsibilities:

Scheduler (WFM) will be responsible for reviewing forecasts. Responsible for publishing & managing all scheduling related activities end to end.

▪ Scheduling efficiency

▪ Timeliness of Schedule release

▪ Co-ordination with Operations of leave planner and scheduling inputs

▪ Analytics and data mining

▪ Generate the best suitable work patterns and shift activities

▪ Generate schedules and track scheduling efficiency

Requirements

▪ Minimum 3 years of experience in WFM.

▪ Minimum 1.5 years as a scheduler.

▪ Experience of scheduling on Genesys Purecloud.

▪ Possesses good business acumen & Analytical interpretation of data.

▪ Excellent in written & verbal communication.

▪ Strong interpersonal skills to facilitate cross geographic interaction.

▪ Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.

▪ To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver requirements consistently.

▪ Ensuring that 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

▪ Tracking 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.

▪ Monitoring all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities.

▪ Perform other responsibilities as required and assigned.