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Planning & Scheduling Senior Associate

1.00 to 3.00 Years   Chennai   23 Nov, 2021
NTT Global Delivery Services Limited
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Role Responsibilities:

  • Minimum 3+ years experience in WFM
  • 1+years hands-on experience on Five 9 tool.
  • Forecasting call volumes and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 5000 calls per month.
  • 1+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts.
  • 3+ years of experience in a high-volume call center (100+ agents, 5000+ calls per month) where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory, operational or production role.
  • 1+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards
  • 1+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.
  • Administers time and attendance of employees, to ensure accuracy of the work records.
  • Monitors employees performance against work schedules and real time productivity through applications.
  • Informs in real time the WFM Adherence Clerk and/or Supervisor(s) about employees that pass thresholds for schedule adherence and productivity
  • Processes schedule change tickets and requests to the published schedules to meet operational business targets
  • Informs employees and/or supervisors about schedule changes
  • Communicate actual performance and productivity of employee KPIs to operational leaders to promote the achievements and KPI targets.
  • Should be flexible with rotational US Shifts.
  • Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
  • Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs
  • Performing real time monitoring of the call representatives on call status and assisting reps with questions.
  • Assisting management with floorplan creation as well as determining desk moves on a regular basis.
  • Monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
Job Segment: Scheduler, Administrative ,

Keyskills :
customer relationsinsurancequalitysalesmisreal time monitoringcustomer service representativescustomer serviceteam performanceanalytical skillscall center

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