Supervisor RTA
- Concentrix
- 5 - 8 years
- Mumbai
- 14 days ago
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Job Description
Responsibilities
Develop, manage, and maintain comprehensive schedules
Single Point of Contact for the Business Unit.
Structure set up to core scheduling activities.
Forecast Upload and generate the Intraday Patterns (IDP)
Schedule Generation and Optimization.
Review IDP (Requirement vs Schedule) with sites/Partners.
Recommend required headcount with sites/Partners by running different scheduling scenarios.
Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR %
Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities.
Ensure resource allocation aligns with project goals and organizational capacity.
Lead and motivate team members to achieve scheduling objectives efficiently.
Establish quality control measures to ensure accuracy and consistency in scheduling outcomes.
Drive continuous improvement initiatives to enhance scheduling processes and team performance.
Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments
Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency.
Leverage machine learning and data analytics to enhance workforce scheduling models.
Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization.
Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling.
Benchmark against industry leaders to adopt best practices in scheduling innovation.
Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request.
Key skills and knowledge:
4. Desired Skills: :
Good knowledge of MS Office tools, SQL, PowerBi
Excellent communication and interpersonal skills.
Proficiency with computers
Willingness to work in a 24*7 shift environment
Drive for self-learning and knowledge enhancement
Exposure to the leave management system
Contact Centre Workforce Management experience
Extensive experience with WFM software.
Experience in IEX and Alvaria WFM tool is required, preferably Alvaria.
Team handling experience shall be an added advantage.
Ability to simplify complex operations into repeatable processes
Comfortable in fast-paced environment
Ability to make decisions in time sensitive ambiguous situations
Ability to multitask and manage multiple projects simultaneously.
Strong problem-solving skills and adaptability to changing priorities
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Mumbai
Keyskills: Rostering Real Time Analysis Scheduling WFM
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Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. Operating in hundreds of locations across the globe, CGI delivers end-to-end services and solutions, including strategic IT and business consulting, systems integration, intellectual property, and manag...
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