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Job Title:
Associate, Planning & Scheduling

Job Description
Associate, Planning & Scheduling 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 improvements for accounts/organization.
Key Responsibility :

• The WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports
• Resolve escalated issues and requests from site management
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Attend centralized and/or site management meeting, as required
• Cater to real time ad-hoc requests as and when required
• Recommend strategies to Operations for improved labor utilization and key performance indicators
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365
• Document all incidents using the service management suite and notify impacted stakeholders
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

Desired Skills :

• Required good communication skill.
• Required good knowledge of MS Excel & Power point.
• Proficiency with computers
• Willing to work 24*7
• Ability to handle pressure situations
• Drive for self-learning and knowledge enhancement
• Contact Centre Workforce Management experience
• Extensive experience with WFM software (NICE IEX, Avaya CMS Etc.)
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decision in time sensitive ambiguous situations

Location:
JAM Montego Bay - Free Trade Zone

Language Requirements:

Time Type:
Full time
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