Workforce Management Analyst
Job Description
Primary Job responsibilities
Scheduling efficiency
Timeliness of Schedule release
Co-ordination with Operations of leave planner and scheduling inputs
Analytics and data mining
Generate best suitable work patterns and shift activities
Generate schedules and track scheduling efficiency
Knowledge, skills & competencies required
Minimum 3 years of experience in WFM.
Minimum 1.5 years as a scheduler.
Experience of scheduling on Genesys Purecloud will be preferred.
Possesses good business acumen & Analytical interpretation of data.
Excellent in written & verbal communication.
Strong interpersonal skills to facilitate cross geographic interaction.
Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
To maximize efficient utilization of resources for schedules that have been released in the
most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce
Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver
requirements consistently.
Ensuring that all exceptions and future changes are logged in the Work Force Management
tool in a timely fashion, if possible before the event and appropriate adjustments are made to
ensure minimum impact on consistent delivery of service level.
Complete new hire, leavers & internal transfer processes including contacting HR & updating
WFM system(s) in a timely manner
Tracking Training batches and learning curve for New Hires including proficiencies
WFM schedule optimization
Maintain agent & campaign annual leave and update the WFM system with regular audits,ensuring that leave is spread suitable across the year
Regular Schedule Adherence reporting for Operations
Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled &
action is taken where appropriate
Monitoring all non-call handling activities to ensure efficient use of resources and consistent
achievement of service level across all activities
Perform other responsibilities as required and assigned
Qualifications
Graduate/Undergraduate