Workforce Management Specialist

3 weeks ago

Pampanga Philippines Tata Consultancy Services Full time

Overview

JOB SUMMARY:

Scheduling specialist is a critical role holding responsibilities to support and manage the scheduling activities for the contact center staff. Scheduling specialist must ensure the agent schedules are prepared in accordance with the local labor rules and regulations while aligning them closely to the Intraday staffing requirements resulting in achievement of Service Level objectives for the business.

Responsibilities
  • Good understanding of Scheduling function and its deliverables
  • Knowledge of WFM tools such as Genesys, Aspect, IEX
  • Performing schedule maintenance and management in the workforce management system
  • Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other KPIs
  • Performing scheduling activities for offline or non-productive activities
  • Tracking call center team member attrition
  • Managing mandatory annual schedule bid processes driven by seasonality and operational changes
  • Performing mini schedule bids
  • Documenting the call center staffing net results against call volume demand requirements
  • Auditing headcount reports to discover inconsistencies in the WFM tool and other back-end systems
  • Creating new hire schedules for recruiting upcoming new hire classes
  • Collaborating with and providing headcount-impact updates to long-range forecasts including attrition and absences
  • Collaborating with intraday analysts as the intraday point-of-contact for lines of business to discuss updates and trends
  • Performing other duties and assignments as directed
Qualifications
  • 3 to 4 years of relevant experience
  • Proficient in MS Word, MS Excel, MS PowerPoint, VBA, Advanced Excel, etc.
  • Proficient in at least one WFM tool (Genesys, NICE, Aspect, Calabrio, Teleopti, Verint, etc.)
  • Proficient in scheduling methodologies such as Shift Bid, Rotation, Demand Based, Availability or Preference based
  • Strong mathematical, analytical, communication, and organizational skills
  • Self-motivated and able to excel in a highly dynamic work environment
Senioritiy level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • IT Services and IT Consulting
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