Role & responsibilities
- 2 TO 5 years of WFM Scheduling experience in a BPO/Contact Center environment.
- Strong understanding of Forecasting, Capacity Planning, Scheduling, Shrinkage, RTA concepts.
- Experience with WFM tools such as NICE IEX, Verint, Calabrio, Aspect, or equivalent scheduling platforms will be an added advantage.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, multi-site environment with versatile shifts
- Communicate effectively and close looping with the operations in case of observations
- Updating status in internal as well as client tools
- Meet process expectations with high-quality standards and adherence to SLAs
- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
- Prepare various Ops production reports
- Perform RTM role independently

Preferred candidate profile

1.Must have Experience in scheduling

2.Comfortable to work roational shift & week offs

Contact -Intersted candidate can share theire profile at:[email protected]

📌 Schedule Analyst (Navi Mumbai)
🏢 eClerx
📍 Navi Mumbai