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Workforce Management Analyst (Scheduler)

Workforce Management Analyst (Scheduler)

ConfidentialChennai, India
6 days ago
Job description

Hiring for WFM- Planning & Scheduling

Experience 5+ Years

Role and Key Responsibilities :

  • Understanding of Capacity Plan, scheduling and rostering.
  • Skill-Based Scheduling for in-house agents
  • Define agents according to skills and proficiencies
  • Compares over / under staffing with total staffing hours. Measures the effectiveness

and quality of scheduling.

  • Review the projected performance for the sites on a near-term basis. i.e. weekly /

    • fortnightly.

  • Build, review and plan requirements based on forecasting information for

    • production headcount by day by interval for the supported time framerequirements base don KPI such as in and out of office shrinkage.

  • Review the projected scheduled performance and review over / under.
  • Take corrective action on the over / under analysis and make recommendation on

    • schedule changes, reskilling, realignment of agents across sites

  • Review DOW and Intraday Patterns and Support VTO / OT / PTO requests

    • Skills Required

    Rostering, Forecasting

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    Workforce Management Analyst • Chennai, India