Workforce Management Analyst

4 weeks ago

Taguig, Philippines Tata Consultancy Services Full time

Overview

2 days ago Be among the first 25 applicants

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sourcing associate at Tata Consultancy Services Work Experience

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. This role may require working in rotational shifts including weekends. Work from office is mandatory.

Knowledge and Experience
  • Proficient in at least one WFM tool (Genesys, NICE, Aspect, Calabrio, Teleopti)
  • Proficient in Scheduling methodologies like Shift Bid, Rotation, Demand Based, Availability or Preference based etc.
  • Strong mathematical, analytical, communication, and organization skills
  • Self-motivated and must excel in a highly dynamic work environment
  • Solution and problem solving skills
Behavioral Attributes
  • Excellent written and verbal communication skills
  • Excellent probing, problem-solving and decision making skills
  • Logical and efficient, with keen attention to detail
  • Ability to work in a team-oriented, collaborative environment
  • Effective Troubleshooting skills
  • Learning agility – Aptitude to venture into unknown territories
  • Good researching skills
Core Role Responsibilities
  • Perform volume assessment and volume forecast and setup team roaster as per the volume forecast
  • Perform schedule maintenance and management in workforce management System
  • Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other KPIs
  • Perform scheduling activities for offline or non-productive activities
  • Track call center team member attrition
  • Perform mandatory annual schedule bid processes, driven by seasonality and operational changes
  • Perform mini schedule bids
  • Document the call center staffing net results against call volume demand requirements
  • Audit headcount report to discover any inconsistencies in WFM tool and other back-end systems
  • Create new hire schedules for recruiting upcoming new hire classes
  • Collaborate with and provide headcount-impact updates to long range forecast including team member attrition, leave of absences, etc.
  • Collaborate with intraday analyst as the intraday point-of-contact for lines of business to discuss updates and trends
  • Perform other duties and assignments as directed
  • Capacity planning
  • Language requirement
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Human Resources
Industries
  • IT Services and IT Consulting

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