Job Description:

To manage the Scheduling and Planning requirements for Operations team.Help operations team in managing their offline requests, holiday requests etc.To give a view of our future performance and alert operations and other stake holders in case of any hurdles in meeting the client targets.

Responsibilites:

• Manage agents schedule assignment within WFM tool.Proactively taking required steps to ensure targets are met, keeping close eye on other WFM metrics.Liasioning with Operations on daily basis.Value addition to the current process by giving required input.Performing Adhoc analysis on need basis and as required 

Requirements:

• Candidate should have a strong exposure to Contact Center Work Force Management.Good working experience on MS excel is a mustGood presentation, communication and analytical skills1-2 years of experience with WFM experienceA pleasing personality with professional, positive, service oriented attitude.Proficient in using MS Office applications (MS-word, Excel) Good Evaluating/Analytical skills and ability to demonstrate reasons for a change.Self-motivated and able to perform efficiently and effectively with minimum supervision