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Workforce Management Analyst

Secunderabad, Telangana
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  • Arts & Entertainment
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Job Details

The Workforce Scheduler/Analyst position is a member of the Customer Care department and is responsible for the scheduling functions of the included call center groups. This position works closely with Management, creating and filling schedules, scheduling training and off-phone activities and adjusting schedules. The Workforce Scheduler/Analyst advises management of compliance and attendance issues and acts as a liaison between employees and HR/Payroll. The Workforce Scheduler/Analyst is expected to provide research, recommendations and assist with workforce management technology solutions to improve the overall quality and increase efficiency and reduce overall operating costs of the Customer Care department. Key ResponsibilitiesFacilitate meetings with management across Customer Care to ensure schedule plans are updated and completed in a timely manner each month Meet with management to plan for staff meetings, one on ones and any additional off-phone time Work closely with Quality Monitoring Analyst and Managers to ensure essential training topics and individual and personal development time are scheduled each month with the least impact to service levels Create and fills monthly and weekend schedules Evaluate intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities Provide training for new hires on scheduling procedures Provide management with statistical information regarding schedule adherence and employee performanceUse workforce management technology to schedule meetings, coaching sessions, development time, and training Forecast contact volume and staffing requirement. Determine optimal work schedules and coordinate the effective scheduling of department meetings, training sessions, and vacations Monitor daily call center performance and make adjustments to ensure that department response time and service goals are met Effectively interpret data related to internal and external customer needs. Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness Bachelor s degree preferred. Associate or technical degree plus two years experience working in a customer contact center utilizing workforce management software required.Proficient use of PC software applications, including Microsoft Office suite of products.Working knowledge of call center technology, including workforce management applications (Aspect/eWorkforce, Impact 360) and Cisco experience preferred.Excellent verbal and written communication skills.Displays commitment to quality service through appropriate follow through, urgency and persistence.Ability to work on multiple projects simultaneously and adapt to changing priorities.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-5


Technical/Process Training | Work Flow Analysis
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