Workforce Supervisor

• 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

Job qualifications:

• 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