| Scheduling | • Design and
publish agent schedules aligned to forecasted demand, skill mix, and business
rules • Optimize shift patterns, rosters, and shift-bidding processes to balance service levels and cost • Manage schedule change requests, swaps, overtime allocation, and time-off approvals within policy • Build and maintain multi-skill / multi-LOB schedules ensuring compliance with labor and shift regulations • Continuously refine scheduling models based on shrinkage trends, absenteeism patterns, and attrition • Publish schedules within agreed timelines and communicate changes proactively to Operations |
| Real-Time Analysis (RTA) & Real-Time Management (RTM) | •
Monitor real-time queue performance (service level, occupancy, ASA, abandon
rate) and trigger corrective actions • Track intraday adherence and manage exceptions (breaks, leaves, unplanned absenteeism) in real time • Perform intraday re-forecasting and re-optimization of staffing based on actual volume trends • Coordinate real-time skill-based routing changes and overflow/escalation actions with Operations • Maintain real-time dashboards and alert mechanisms for SLA breach risk and staffing shortfalls • Conduct root-cause analysis of adherence and SLA misses, and recommend real-time corrective measures • Act as the point of contact during shift for all staffing and adherence-related escalations |
| Reporting & Analytics | •
Prepare daily/weekly/monthly WFM dashboards and reports (adherence,
attrition, shrinkage, SLA, utilization) • Analyze trends and provide insights to leadership for decision-making • Maintain data accuracy across WFM tools and reporting systems |
| Stakeholder Management | •
Partner with Operations, HR, and Training teams on headcount and schedule
planning • Support client interactions/reviews related to WFM metrics where required • Contribute to process improvement and automation initiatives |
Role
AnalystQualifications
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