Workforce Scheduler (Team Lead)

Job Description: Using short-term forecast, latest intraday/DOW volume arrival pattern, and AHT trends to create daily schedules/rosters on a 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 (based on inputs from Ops/Quality/Training teams).Incorporate planned leaves (if any, based on inputs from Ops).Ensure to keep a buffer for unplanned leaves (based on actual historical trends).Highlight to Ops in case of deficit and share overtime requirements to cover the deficit.Incorporate overtime (wherever applicable).Share final schedule with Ops & RTA for execution. Manage a group of RTAs and lead intraday management for the business.Qualifications: Preferably a college graduate.Minimum of 3-5 years managing workforce operations in a call center environment.3 years of supervisory experience.5 years of experience in RTA + Scheduling (Short term Planning).Familiarity with WFM tools such as Verint, Avaya CMS, etc.Amenable to work onsite.
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