Workforce Management Specialist

20 hours ago

San Fernando, Central Luzon, Philippines Tata Consultancy Services Full time $70,000 - $120,000 per year

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.

KEY RESPONSIBILITIES AND DUTIES:

· Good understanding of Scheduling function and its deliverables

· Knowledge of WFM tool like, Genesys, Aspect, IEX.

· Performing schedule maintenance and management in workforce management System

· Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other KPIs

· Performing scheduling activities for offline or non-productive activities

· Performing tracking of call center team member attrition

· Performing mandatory annual schedule bid processes, which is driven by seasonality and operational changes

· Performing semi-annual holiday bids

· Performing mini schedule bids

· Documenting the call center staffing net results against call volume demand requirements

· Perform audit of headcount report to discover any inconsistencies WFM tool and other back-end systems

· Create new hire schedules for recruiting for 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 that is the intraday point-of-contact for lines of business to discuss updates and trends

· Perform other duties and assignments as directed

QUALIFICATIONS:

· 3 to 4 years of relevant experience

· Proficient in MS Word, MS Excel, MS PowerPoint, VBA, Advance Excel, etc.

· Proficient in at least one WFM tool (Genesys, NICE, Aspect, Calabrio, Teleopti, Verint etc.)

· 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

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