Sr. Representative, WFM Scheduling

Job Title Sr. Representative, WFM Scheduling

Job Description The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization

Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals. Collaborate with various Business units, Quality and Training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality. Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement. Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences. Develop schedules and staffing plans for assigned business in an accurate and timely manner. Identify schedule/plan changes in relevant databases and escalate issues as appropriate. Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders. Maintain various WFM tools and set ups e.g. IEX entities etc. Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.