- Create a shift roster or schedule shells per line of business based on call patterns.
- Review and monitor staffing requirement daily, weekly, monthly.
- Identify leakage patterns and propose solutions.
- Create and administer entitlement planning that are aligned to HR and business processes.
- Ensure scheduling accuracy.
- Provide ideas and support process automation.
- Attend management meetings, as required.
- Other assigned tasks as required by the business
- At least 2-5 years of experience in Scheduleing and Forecasting
- Expericnes in WFM tools ( Verint /Calabrio/ IEX / Genesys )
- At least 2 year of experience is people management
- Experience in working in WFM and/or in the BPO/Contact Center Industry and can demonstrate understanding of applicable performance metrics and data
- Knowledge in MS Office, Looker Studio, Google Spreadsheet