Responsibilities

The candidate will be responsible for the following:

• Build Daily/Weekly/Monthly schedules for the respective LOB’s using any of these WFM tools – NICE, VERINT , COMMUNITY etc.
• Ensure all the Schedules are planned as per Interval wise requirements and agreed SLAs and also provision for the required training/meeting/coaching time.
• Regular reconciliation of the production HC vs HC Reports and ensure timely corrections.
• Validate all alignments in the roster
• Review schedule plan vs requirements and raise request for shift changes, indents
• Implement a process for leave planning and incorporate the same in schedule model/plan
• Provide weekly staffing view and SLA adherence to the internal team and Clients
• Mange calls with Client for scheduling on a weekly basis.
• Review and validate schedule adherence and make the required adjustments