Job Location: Hyderabad/Secunderabad
What You’ll Do
- Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, callbacks) as well as forecasting and scheduling assumptions.
- Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools. Staff the appropriate number of agents at the proper time based on recent/historical call arrival patterns. Addresses issues or discrepancies with the Client’s own call arrival patterns against the account’s / program’s actual arrival patterns for the site.
- Regularly monitors trends and flags any changes that may impact resource allocation.
- Recommends solutions to scheduling conflicts and/or special scheduling requests.
- Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled. Gathers compiles and processes all headcount reports, leave and schedule requests. It provides the program with realistic schedules based on current manpower resources and performance.
- Deliver schedules of different LOBs’ based on their intraday arrival patterns and SLA with projections of Service Level%, Occupancy%,
- Staffing Over-Under, Scheduling efficiency within the defined & agreed timelines.
- Deliver Logical, practical & policy driven shift and break schedules and simulations considering various what-if situations & real-time scenarios.
- Share staffing challenges, Overtime requirement and impact analysis with the operations team and work out a plan, especially for public holidays and special events, to minimize the impact on service levels
- Work with network team for shared volume LOBs’ to ensure SLA at the network level is intact and required changes are made in time and stakeholders are informed.
- Tracking Forecast accuracy, scheduling efficiency of different processes to determine the reasons for the low performing processes & generating solutions for better results.
- Generating Seat Utilization, Vacation and shift utilization reports to highlight Plan vs actual shrinkage and utilization at LOB and site level for leadership’s review.
What You’ll Need
- 3+ Years of Experience with Workforce Management
- Experience working on Excel/Google sheets.
- You will analyze weekly LOB Plan Vs actual performance and make operational decisions that will have a real impact on Uber’s support network
- Good understanding of the WFM tool and intraday forecasting and Scheduling methodologies.
- Excellent analytical, problem solving, data management, Google Sheet/ Excel skills.
- Strategic mindset and the ability to build processes from scratch
- Ability to derive insights from data and recommend action
- Excellent Stakeholder Management skills.
What you will Need:
- Experience working on Excel/Google sheets. You will analyze weekly LOB Plan Vs actual performance and make operational decisions that will have a real impact on Uber’s support network
- Good understanding of the WFM Verint tool and intraday forecasting and Scheduling methodologies
- Excellent analytical, problem solving, data management, Google Sheet/ Excel skills
- Strategic mindset and the ability to build processes from scratch
- Ability to derive insights from data and recommend action
Submit CV To All Data Science Job Consultants Across India For Free
🔍 Explore All Related ITSM Jobs Below! 🚀
✅ Select your preferred “Job Category” in the Job Category Filter 🎯
🔎 Hit “Search” to find matching jobs 🔥
➕ Click the “+” icon that appears just before the company name to see the Job Detail & Apply Link 📝💼
Leave a Reply