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Immediate opening for - WorkforceScheduler- In leading MNC-Mumbai

0.00 to 1.00 Years   Mumbai City   22 Mar, 2021
PES HR Services
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaProgramming / Scheduling,ERP / CRM
EmploymentTypeFull-time

Job Description

Summary of Primary Job Responsibilities:

  • 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 contractual requirements consistently.
  • To ensure 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.
  • To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.
  • 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 taken where appropriate
  • To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities
  • Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role
  • Perform other responsibilities as required and assigned
Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)
  • 1-3 years of WFM experience with minimum 1 year as a Scheduler.
  • Minimum Higher Secondary Education
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel.
  • Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc.
  • Generate best suitable work patterns and shift activities
  • Generate schedules and track scheduling efficiency
  • Must be able to communicate clearly and effectively with all levels within the organization.
  • Knowledge of various Call Center Reporting Systems would be a plus.
Ct: 7208208663/ mdavid@peshr.com

Keyskills :
excelblue pumpkiniexschedulingms officeewfmiex total view

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