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• 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
Skills/Competencies Required
Experience : 2 - 5 Years
