Assistant Manager - Scheduling - Workforce Management - Contact Center

Require AM- WFM For a Brand MNC

- This position will oversee a team that manages forecasting and planning for multiple geographies governed by varied regulatory requirements

- Create weekly/monthly schedules, reconcile HC, holiday planning, shrinkage assumptions with planning team/ Ops inputs for the portfolio assigned

- Create short-term forecasting based on LRF (Long range forecast) received from the planning team to be used for schedule creation

- Review and recommend shift and schedule changes based on LRFs/SRFs, intra-day volume arrival pattern, AHT trends

Qualifications:

- Overall, 5+ years of experience in WFM field with 5+ years in scheduling role in a contact center

- Well versed with Verint in scheduling, preferable. Any other scheduling tool is desirable as well

- Exposure to all domains of workforce management desirable.

Shelly
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