Key Responsibilities
- Scheduling: Update employee schedules to ensure adequate coverage and meet service level agreements (SLAs). Manage attendance, schedules, and workforce data to ensure accuracy and smooth day-to-day operations.
- Real-Time Monitoring: Monitor service levels and performance metrics real-time; make necessary adjustments to staffing and schedules as needed to meet the requirement of daily expectation of Net Delivered Hours.
- Reporting: Prepare and distribute hourly, daily, weekly, and monthly performance reports, highlighting key metrics and trends to management.
- Collaboration: Work closely with Operations, Training, and HR teams to ensure alignment on staffing needs and employee availability
- Data Analysis: Utilize workforce management tools and analytics to assess performance and recommend process improvements in terms of better handling of calls & chats.
- Communication: Serve as the point of contact for all workforce-related inquiries and communicate scheduling changes effectively to staff.
- • Technical Acumen Serve as the point of contact for IT issues related to login creating ID’s & building laptops for team.
- Desired Candidate Profile
- • Strong analytical skills and ability to interpret data efficiently.
- • Excellent organisational and multitasking skills
- • Strong sense of ownership, accountability and communication as well as interpersonal skills.
- • Familiarity with WFM tools, dashboards, or MIS reporting is an advantage
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- Education and Experience:
- • Fresher’s with strong analytical skills and willingness to learn are encouraged to apply.
- • 1 - 4 years of Experience in Workforce Management or operations support.
- • Proficient in WFM software and tools (e.g., NICE, Verint, Genesys). •
- Qualification: Minimum Graduation in any relative field.
Pay: ₹200,000.00 - ₹500,000.00 per year
Work Location: In person
