Responsibilities

• Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
• Coordinate with outsourced sites on SL management and keep the WFM team updated
• Work on real-time tickets related to schedule change requests, non-production requests, and associate GACD profile change needs
• Ensure that scheduling parameters are in line with business requirements, statutory obligations, and individual schedule requirements
• Prepare and communicate daily hand-off reports to WFM leadership team on SL performance
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement
• Serve as the primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

Qualifications

• Previous experience in an international BPO environment, with the ability to coordinate multiple projects data simultaneously
• Direct experience as a workforce management RTA for min. 2 years is mandatory
• “Can do” attitude and ability to deliver results in a fast pace environment, with minimum supervision
• Proven expertise knowledge with Aspect and/or IEX
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multicultural environment
• Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders
• A high degree to analyze data, using the data to drive decision-making and implement effective resolutions
• Qualifications in statistics, mathematics, computer science, or another quantitative field are an advantage
• Advanced Excel skills, demonstrable experience building RTA tools or models in Excel or other platforms