About The Role

Using Short-Term forecast, latest intraday/DOW volume arrival pattern, AHT trends create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).• Ensure the daily/weekly SLAs are met.• Ensure the shifts are in accordance with HR policies.• Ensure each employee gets the mandatory offline time (like lunch/breaks/personal time etc.) in accordance with HR policies.• Schedule slots for making outbound calls/offline work (wherever applicable)• Schedule slots for training/meeting/coaching sessions (basis inputs from Ops/Quality/Training teams)• Incorporate planned leaves (if any, basis inputs from Ops)• Ensure to keep a buffer for unplanned leaves (basis actual historical trends)• Highlight to Ops in case of deficit and share overtime requirement to cover the deficit.10. Incorporate overtime (wherever applicable)• Share final schedule with Ops & RTA for execution. Manage a group of RTAs and lead Intraday management for the business
Minimum of 3-5 years managing Workforce Operations in a call center environment• 3 Years supervisory experience• 5 year experience in RTA+Scheduling (Short term Planning)• Familiar on WFM tools such as Verint, Avaya CMS etc• Amenable to work Onsite

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Assistant Manager - WFM