WFM - Scheduler - Gurgaon - InterGlobe
- InterGlobe
- 2 - 7 years
- Noida, Gurugram
- 4 years ago
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Job Description
IGT is hiring for Scheduling Analyst for WFM Team.
Job Location- Gurgaon
Interested candidates can share their resume on An****************i@ig*********s.com
Roles and Responsibilities
Schedule creation for customer experience staff including internal and outsourced
Partner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external team
Communicate clearly and empathetically around schedules and business needs; built trust and transparency
Analyze data and metrics to identify the customer service level that IGT is providing; proactively identify opportunities for operational improvement
Collaborate in establishing policies, processes, and standards that support a world-class customer service operation
Keep senior leadership informed of status and performance
Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded.
Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.
Ability to build and run scheduling scenarios and provide analysis of potential impacts
Analyze performance data to identify opportunities to operate more effectively and efficiently
Effectively communicate across the broader IGT team and our outsource partners
Support time-off and shift-swaps requests
Support adding and removing new hires and leavers from WFM systems.
Support site-level resources with real-time management of schedule adherence and productivity
Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.
Required Candidate profile
Well-developed problem-solving and analytical skills
5+ years WFM experience in a complex contact center environment
Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
Effective communicator and relationship builder
Able to travel to other offices nationally and internationally on occasion
Work weekends and holidays as business needs require
Strong attention to detail
Experience with Genesys WFM or similar applications (i.e., Blue Pumpkin/Verint, IEX, Aspect/eWFM)
Ability to learn & manage multiple technical systems
Solid knowledge of Excel.
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: Voice / BlendedRole: Voice / BlendedEmployement Type: Full timeEducation
Under Graduation: Graduation Not RequiredPost Graduation: Any PostgraduateDoctorate: Any Doctorate, Doctorate Not RequiredContact Details:
Company: InterGlobeAddress: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, IndiaLocation(s): Noida, Gurugram
Keyskills: Capacity Planning Scheduling WFM Service Level Excel Contact Center Calling Ewfm Aspect IEX Forecasting Blue Pumpkin
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