Scheduler-WFM

Skywings Advisors Private Limited

Summary of Primary Job Responsibilities:

To maximize efficient utilization of resources for schedules that have been released in the

most cost effective way . holidays, voluntary time-offs, break planning, Workforce

Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver

contractual requirements consistently.

To ensure 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.

To understand key metrics and financial drivers for all contracts and to use this knowledge to

drive performance improvements.

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 taken where appropriate

To monitor all non-call handling activities to ensure efficient use of resources and consistent

achievement of service level across all activities

Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross

site campaigns where one site will need to take a lead role

Perform other responsibilities as required and assigned

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

1-3 years of WFM experience with minimum 1 year as a Scheduler.

Minimum Higher Secondary Education

Strong computer skills that include proficiency in MS Office suite, particularly Excel.

Experience : 3 - 9 Years

No. of Openings : 5

Education : Secondary School, Any Bachelor Degree

Role : WFM Schedular

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India