Work Force Management

Guesttek India Pvt Ltd

The Global Support Scheduler is Responsible for Overseeing the Administrative Functions of the Support Services Department to Ensure the Overall Goals of Staffing and Reporting are Met On a Consistent Basis. this Includes all Aspects of Staff Scheduling, Time Approval Verification, and Reporting.

• create Staff Schedules as per Forecasted Staffing Needs Either Manually or with An Automated Scheduling Tool 2 or More Weeks in Advance.

• monitor and Analyze Call Patterns, Intra- and Inter-day Activity and Adjust as Needed in Real Time to Ensure Optimal Productivity and Efficiency.

• perform Regular Analysis On Various Metrics such Business Seasonality, Volume and Determine Forecast Presentation with Accuracy.

• performing other Duties Which are Deemed By Management to Be An Integral Part of the Job, Including But Not Limited to Fulfillment of Work Schedules, Adherence to Attendance Policies, and other Applicable Operating Rules, Policies and Procedures.

• assist with Invoicing and Payroll Preparation.

• assist in Maintaining Service Levels By Calling in Staff On An as Required Basis, Filling Scheduling Gaps or Service Peaks.

• maintain and Track all Vacation Requests for the Support Group.

• manage Staff Schedules to Ensure Accuracy for Staff Trading Shifts And/or Vacations.

• maintain Staff Late and Absence Reports Issuing Notices to the Management Team for Review and Follow Up Action.

• assist Administrative Lead with Staff Events and Incentive Programs.

• verify all Time Approvals Submitted By Staff Confirming Hours Worked On a Daily Basis.

• maintain Process Documents for Wfm Forecast Including Standard Operating Procedures and Day to Day Activities

• maintain Agent Accolades and Post Comments On Bulletin Board.

• incorporate New Agents Into all Aspects of the Call Center Environment (roster, Seniority List, Schedule, Etc.).

• assist in Educating the Training Classes On Scheduling Guidelines and the General Support Environment.

• Experience

  3 - 5 Years

• No. of Openings

  1

• Education

  Any Bachelor Degree

• Role

  Work Force Management

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office