Basic Functions

•Generates schedules accordingly to meet the business requirements enabling superior

customer service

•Adjusts the schedules accordingly based on the actual scenarios and provide overtime

requirements/voluntary time off to ensure efficient and effective staffing

•Monitors the queue real-time while tracking, documenting and communicating agent activity

on multiple lines of businesses 

•Assist agents with basic troubleshooting and workarounds

•Report and track all system issues and outages

•Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and

timeliness of data

Essential Functions

• Regularly performs volume and performance analysis and proactively communicate possible

impacts to business

•Supports management with all necessary reports and planning models to facilitate the

process of decision making

•Monitors actual activities and compare it to plan and make recommendations for immediate

changes

•Staff the appropriate number of agents at the proper time based on recent/historical capacity

drivers

•Ensures that pre-planned activities are being scheduled in advance and communicated

effectively

•Adjusts the schedules accordingly based on the actual scenarios and provide overtime

requirements/voluntary time off to ensure efficient and effective staffing

•Ensures adherence to schedules and raises alerts on time in case of deviations

•Optimizes the schedules and makes real-time adjustments on breaks and lunches based on

the actual staffing

•Executes skill change and reallocation requests and initiatives

•Provides recommendations in case of understaffing/overstaffing

•Act as first point of contact for any escalations, outages, system issues, or any other

production impacting situations

•Maintains confidentiality relative to the organizational strategies, objectives, and practices

Qualifications:

•Candidate preferably possess at least a Bachelor’s/College Degree

• 1-year minimum experience in Workforce Management

• Excellent skills in scheduling and real-time time management are a must

•Strong organizational skills to ensure critical timelines are met

•Accuracy and attention to detail are a must in this role

• Detail-oriented with the ability to deliver project deliverables with little supervision

•Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individuals

at various levels

•Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing

environment while remaining detailed and organized

• Demonstrate analytical, organizational, problem solving and creative thinking skills

• Respond positively to change, embracing and using new practices or values to accomplish goals

and solve problems

•Flexible and willing to work in shift schedules

Mode of Application: https://docs.google.com/forms/d/e/1FAIpQLSeZBSThNo_WDX2cLk6XAhZExCARmmGSvv0W-GaHgzkrxlstGw/viewform?usp=header